Technical Support Associate

Job description

About Wealth.com http://Wealth.com Wealth.com http://Wealth.com is the industry’s leading AI Wealth Management platform, empowering financial advisors to offer modern, comprehensive estate planning solutions to their clients. By combining cutting-edge technology, AI, and unmatched human expertise, we deliver a seamless experience that sets us apart. Beyond having one of the most coveted domain names in FinTech, wealth.com http://wealth.com is a dynamic, revenue-generating startup experiencing rapid yet sustainable growth. A key reason behind our position as the #1 estate planning platform is our team. Our people thrive in a collaborative, supportive culture that fosters innovation and makes wealth.com http://wealth.com a place where everyone truly enjoys working. Wealth.com http://Wealth.com is certified as a Great Place to Work for 2024 and named a 2024 finalist for Fast Company’s Best Workplaces for Innovators! About the Role We’re looking for a technically fluent Support Associate to join our growing support team — specifically to help cover East Coast hours where we have a critical gap in support volume. This is not a traditional L1 ticket-handling role. Our AI support bot handles the bulk of routine inquiries, which means your time will be spent on the complex, technical, and nuanced issues that require real troubleshooting depth. You’ll work closely with Product and Engineering, serve as a technical escalation point for the support team, and help drive improvements to our platform through quality feedback loops. If you’re someone who gets energized by digging into a tricky bug, reading logs, and coordinating with engineers to ship a fix — this role was built for you. What You’ll Do - Serve as the technical escalation point for complex client issues — diagnosing, reproducing, and resolving problems that go beyond standard documentation. - Read and interpret application logs, error traces to identify root causes and communicate findings clearly to Engineering. - Triage and manage integration-related issues across third-party platforms and coordinating with Product and Engineering through to resolution. - Partner closely with Engineering and Product teams on bug escalations, feature requests, and platform improvements — acting as the voice of the client internally. - Respond to client support requests via phone, email, and live chat (EST hours) with a high degree of technical accuracy and professionalism. - Investigate and document issues that fall outside existing runbooks, contributing to a growing internal knowledge base and escalation playbooks. - Actively contribute to AI support system improvements — analyzing edge cases, flagging gaps in bot coverage, and helping refine our chatbot’s effectiveness. - Utilize tools including Intercom, Salesforce, and internal dashboards to manage ticket workflows and maintain visibility across open issues. What We’re Looking For - 3+ years of experience in technical support, application support, or a customer-facing engineering-adjacent role. - Demonstrated ability to read and interpret logs, and error messages — you don’t need to be handed a solution, you can find one. - Experience working with integrations, webhooks, or third-party platform troubleshooting strongly preferred. - Track record of collaborating directly with Engineering and Product teams on escalations, bug reports, and feature feedback. - Background in financial services, wealthtech, legaltech, or SaaS platforms is a strong plus — estate planning experience is a bonus. - Comfortable operating in a fast-paced startup environment with evolving priorities and limited process documentation. - Strong written and verbal communication skills — you can translate a technical root cause into plain language for a non-technical client. - East Coast-based or fully available to work EST hours. - Familiarity with tools such as Intercom, Salesforce, Datadog, or similar support/observability platforms. - Bachelor’s degree or equivalent years of experience. Nice to Have - Experience working with or alongside AI-powered support tools or chatbot platforms. - Exposure to estate planning, trust and will workflows, or legal/financial SaaS. - Familiarity with SQL or basic scripting for log analysis or data validation. Why You’ll Love Working for Wealth.com http://Wealth.com - Flexible work environment. We do however meet together in person several times a year. - Excellent medical, dental, and vision insurance options, with low-cost premium structures that demonstrate our commitment to offering great value to our employees. - 100% company-paid basic life insurance, short-term and long-term disability insurance. - 100% paid parental leave upon eligibility. - Company equity managed through Carta. - 401k with match and 100% vesting upon hire. - Generous PTO that grows with you — start with 15 days of vacation your first year, increasing annually up to 20 days. - Flexible, use-it-your-way vacation — take time off in as little as one-hour increments. - Take time off for holidays — and yes, your birthday counts too. - Free estate planning! Wealth is an equal opportunity employer and encourages people from all backgrounds to apply. Should you have a disability or special need that requires accommodation, please let us know.