Aiwyn

Support Engineer

• Identify and troubleshoot complex customer issues in unique configurations.
• Analyze patterns in customer interactions to drive product and service improvements.
• Educate customers and internal teams on Aiwyn products, becoming an SME (Subject Matter Expert) on key features.
• Act as the technical liaison between teams like Support, Customer Success, and Engineering, serving as the escalation point for complex technical issues.
• Triage and document incoming bug reports, reproducing issues and providing detailed findings to the engineering team to support efficient escalation.
• Investigate technical problems using tools like LogRocket and Logs Explorer, leveraging logs and data for insights.
• Monitor, troubleshoot, and maintain ETL pipelines and data connections, identifying and resolving failures or data integrity issues.
• Monitor and maintain integrations and data connections, proactively identifying and resolving issues before they impact customers.
• Develop scalable support processes based on customer feedback to improve workflows.
• Provide exceptional support via emails, chats, or calls for both routine and advanced technical issues.
• Work in GitHub to investigate code-related issues or make small fixes as needed.

Senior Technical Support Engineer

Customer Success Manager

• Oversee customer onboarding, post-launch reviews, quarterly business reviews, and executive check-ins to ensure customer success and satisfaction.
• Work closely with Enterprise customers to understand their business objectives and create a tailored success plan that delivers tangible outcomes.
• Provide guidance to enterprise customers on adopting and maximizing the usage of our solutions, focusing on long-term retention, expansion, and advocacy.
• Engage with the Customer Support Team to address customer inquiries, technical issues, and any other concerns.
• Travel on-site to visit customers for executive check-in meetings.
• Collaborate on building and iterating on our renewals process to support our customers.
• Design and refine renewal playbooks, utilizing data insights to support customer health and drive revenue retention.
• Collaborate with Sales and Customer Success Management to uncover and pursue expansion opportunities.
• Work with Sales, Product, and Marketing to share industry best practices and drive the evolution of our platform.

Enterprise Customer Success Manager

Product Designer

• Develop and champion user experiences that dramatically simplify complex tax workflows, ensuring intuitive interactions that minimize errors and cognitive load.
• Work as a cohesive unit with a Product Lead and Tech Lead, equally accountable for shared outcomes, fostering seamless alignment from strategic vision through execution.
• Quickly create, iterate, and validate designs using tools like Figma, ensuring alignment with user needs and swift feedback loops.
• Innovate design solutions that allow efficient workflow adaptation based on real-time context and user interactions.
• Clearly articulate the "why" behind every design decision through robust documentation, storytelling, and visual communication to keep teams aligned and informed.
• Actively shape our design team's culture, methodologies, and standards, collaborating with colleagues to elevate our collective design capability and approach.

Senior Product Designer

Manager

• Monitor and triage inbound support tickets to surface critical escalations, recurring themes, and potential systemic issues.
• Act as the first point of contact for complex and high-impact customer escalations that exceed standard support channels.
• Own and manage the end-to-end escalation and problem management lifecycle in coordination with Product and Engineering teams, from identification to resolution, ensuring alignment with internal SLAs.
• Ensure escalated items are prioritized and routed appropriately across Support, Engineering, and Product teams.
• Manage customer communications regarding escalated issues through written and verbal channels (email, calls, virtual meetings).
• Serve as a trusted advocate for customers during escalations, preserving customer satisfaction while balancing internal priorities.
• Partner closely with Support Agents, Technical Support Engineers, Engineering, and Product leadership to orchestrate timely and effective resolution of escalations.
• Act as liaison to ensure escalations are visible to and supported by the appropriate resolver teams.
• Establish, document, and enforce escalation standards, including a “fix-forward” policy where relevant.
• Contribute to refining escalation workflows, playbooks, and internal runbooks.
• Analyze trends in escalations and problem occurrence to identify opportunities to reduce recurrence.
• Facilitate and support incident retrospectives, ensuring teams understand root causes, contributing factors, and follow-up actions.
• Guide teams through incident reporting and post-incident processes, helping ensure consistent execution and high-quality outcomes.
• Provide actionable recommendations to improve product usability, support processes, documentation, and customer onboarding, and ensure agreed-upon actions are tracked to completion.
• Manage risk escalation and ensure resolution trajectories minimize customer impact.
• Deliver timely reporting and insights on escalation performance, metrics, and adherence to SLAs, aligned with organizational goals.

Customer Escalation Manager

• Manage a portfolio of strategic and high-potential accounts, serving as the primary point of contact and sales lead.
• Drive new business growth while identifying cross-sell and upsell opportunities within existing clients.
• Generate and develop a strong sales pipeline through proactive outbound outreach and targeted prospecting efforts.
• Develop strong in-person relationships by attending in-person conferences and client meetings (up to 25% travel).
• Build adoption plans that align Aiwyn’s solutions with firm leadership goals and measurable outcomes.
• Lead discovery and solution-oriented conversations with executive stakeholders such as CFOs, COOs, and Managing Partners.
• Collaborate closely with Product, Marketing, and Customer Success to ensure successful onboarding, satisfaction, and long-term growth.
• Maintain accurate forecasting, pipeline management, and performance reporting in CRM systems.
• Consistently achieve or exceed quarterly and annual revenue targets.

Manager, Strategic Accounts

Engineering Manager

• Lead and mentor a team of software engineers, providing guidance, support, and fostering their professional growth
• Set clear expectations, define goals, and provide regular feedback to ensure the team's success.
• Collaborate with cross-functional teams, including product management and design, to align engineering efforts with business objectivesHelp establish and measure metrics and KPIs to evaluate team effectiveness and performance
• Help establish processes when needed to achieve the overall objective and health of the team
• Drive technical discussions and decisions, collaborating with architects and senior engineers to define the architecture, technology stack, and development processes
• Promote best practices, code quality, and continuous improvement in software development methodologies
• Stay updated on industry trends and emerging technologies, advocating for their adoption when appropriate
• Collaborate with stakeholders to define project scopes, timelines, and resource allocation
• Monitor project progress, identify potential risks, and proactively address issues to ensure successful delivery
• Foster a culture of accountability, collaboration, and innovation within the engineering team
• Encourage a culture of learning and experimentation, fostering an environment where team members can share knowledge and explore new ideas
• Identify areas for process improvement and implement effective strategies to enhance team productivity and efficiency
• Foster an inclusive and diverse engineering culture, promoting an environment that values different perspectives and experiences

Implementation Specialist

• Managing multiple Implementations at once
• Frequently meeting with Firms to configure, test, and train their staff during their time in Implementation
• Traveling onsite in certain cases where a detailed training or workshop is needed for the firm (less than 10%)
• Manage activities, timelines, and dependencies for internal and external sharing ClickUp using our implementation project-management system.
• Balancing creative problem-solving with process consultation to ensure an individual firm’s needs are met with our software.
• Taking ownership of internal projects, collaborating with team members inside and outside of Implementation, to help our team rapidly evolve.

Implementation Manager

Program Manager

• Lead the programmatic structure for multiple customer implementation projects, from project kickoff to go-live, ensuring each customer achieves a smooth and successful deployment.
• Own high-level project planning and execution, managing scope, milestones, and deliverables while keeping all stakeholders informed with clear, timely communication.
• Collaborate with internal teams—from Sales to Customer Success to Product—to ensure seamless handoffs and alignment on client outcomes.
• Facilitate change management strategies, working with client leadership to prepare, train, and engage their teams to maximize long-term value.
• Proactively identify and mitigate risks, addressing challenges swiftly to maintain project momentum and client confidence.
• Monitor and report on project progress, providing customers and leadership with transparent performance updates and success metrics.
• Championing the client implementation experience, ensuring every interaction reflects Aiwyn’s commitment to partnership, innovation, and measurable impact.
• Drive continuous improvement by contributing to the refinement of playbooks, processes, and tools that make implementations more scalable and efficient.

Services Program Manager

• You will be a key member of our fast-growing and high-performing Go-To-Market (GTM) organization working to deliver an unparalleled experience to our customers and integration partners.
• Onboard and educate new firms in using our software modules.
• Advise firms on best operational practices when using Aiwyn’s software.
• Provide the customer a transparent, supported experience as they go-live with our products.
• Manage the Implementation process as the primary lead for interfacing with customers.
• Configure systems based on chosen specifications and train firms on software usage.
• Test the data flowing through the software.
• Design and refine standard operating procedures and contribute to internal projects.

Frontend Engineer

• Leverage AI coding assistants and tools to accelerate development velocity across the full stack
• Design and implement scalable frontend solutions using Angular
• Contribute to the progression of our frontend infrastructure and support best practices
• Share your expertise through mentorship, code reviews, and technical discussions

Senior Angular Software Engineer

Full-stack Engineer

• Create robust, scalable software solutions while maintaining high code quality standards.
• Work within agile teams to deliver high-quality features, participate in code reviews, and contribute to technical discussions.
• Tackle complex technical problems, propose innovative solutions, and contribute to improving our development practices and tooling.
• Leverage AI coding assistants and tools to accelerate development velocity across the full stack.

Senior Software Engineer

Growth Marketing

• You'll own the complete growth marketing function from strategy through execution, with a strong emphasis on content creation and customer storytelling. This means you'll be working across content, paid media, social, email, events, and ABM to drive results. A week in the life might include:
• Writing and publishing content, case studies, and customer success stories
• Creating segmented customer newsletters that deliver value and showcase wins from our community
• Partnering with Customer Success to surface and promote customer stories, testimonials, and faces from our customer base
• Scheduling social content that highlights customer voices, product updates, and thought leadership
• Collaborating with cross-functional partners to create webinar decks and schedule dry runs
• Working with our partners to analyze campaign performance data and adjusting paid media budgets across channels
• Contributing to the planning and execution of our annual customer conference, from pre-event marketing to on-site activation to post-event follow-up
• Meeting with sales to discuss pipeline metrics and conversion rates
• Writing landing page copy for an upcoming product launch
• Creating monthly performance reports and presenting insights to leadership
• Jumping into Canva to create banners, social graphics, and customer spotlight assets

Growth Marketing Manager

• Design & Build Across the Stack – Design and implement features end-to-end, from robust backend services and APIs in Java/Kotlin and Spring Boot to polished, responsive user interfaces in Angular. Own the full lifecycle of features - database schema to UI component - while maintaining high code quality standards and contributing to architectural decisions.
• Collaborate & Deliver – Work within agile product teams to deliver high-quality features, participate in code reviews, and contribute to technical discussions across both backend and frontend. Partner with designers and product managers to translate requirements into complete, working solutions.
• Innovate & Improve – Tackle complex technical problems that span the full stack, propose innovative solutions and continuously improve our development practices, tooling, and user experience.
• AI-Accelerated Development – Leverage AI coding assistants and tools to accelerate development velocity across the full stack. Help establish and refine AI-assisted development workflows, prompting strategies, and best practices for the team. Evaluate and adopt emerging AI tools that improve code quality, testing, and developer productivity. Contribute to a culture where AI is a natural part of the engineering workflow, not an afterthought.

Senior Full-Stack Software Engineer

Customer Support

• Provide expert technical support to customers via support ticket, live chat, and phone, troubleshooting software issues and ensuring a seamless user experience.
• Assist in the setup, configuration, and optimization of our software for new and existing customers.
• Collaborate closely with our development and product teams to identify, report, and resolve software bugs or feature requests.
• Offer training and guidance to customers on best practices for using our software, via email, chat and virtual meetings.
• Manage and prioritize support tickets, ensuring timely and accurate resolutions.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.

Senior Technical Support Engineer

Enterprise Customer Success Manager

Senior Product Designer

Customer Escalation Manager

Manager, Strategic Accounts

Engineering Manager

Implementation Manager

Services Program Manager

Implementation Manager

Senior Angular Software Engineer

Senior Software Engineer

Growth Marketing Manager

Senior Full-Stack Software Engineer

Customer Support Specialist

Senior Full-Stack Software Engineer