Resolve client, advisor, and internal support inquiries submitted through Zendesk
Partner with engineering teams and third‑party aggregators to identify, escalate, and resolve technical issues
Analyze trends in client issues and serve as the voice of the customer to drive product improvements
Create and maintain Help Center articles and technical documentation for common issues
Recommend and support process and tooling improvements to enhance customer satisfaction

Requirements

Bachelor’s degree and at least 2 years of related experience, or equivalent work experience
Strong analytical and technical troubleshooting skills
Excellent written communication skills with ability to explain technical concepts clearly
Strong time management and organizational skills in a support environment
Customer‑first attitude with empathy and accountability for issue resolution
Experience with Zendesk, JIRA, or similar support tools
Account Aggregation experience a plus
Experience providing technical support via phone, chat, and email
Ability to work cross‑functionally with engineering and product teams
Experience writing technical documentation or training support personnel
Working knowledge of SQL or similar data tools

Benefits

Medical, dental, vision and life insurance
Retirement savings – 401(k) plan with generous company matching contributions (up to 6%)
Tuition reimbursement up to $5,250/year
Business-casual environment that includes the option to wear jeans
Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year
Paid volunteer time — 16 hours per calendar year
Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
Business Resource Groups (BRGs) – BRGs facilitate inclusion and collaboration across our business.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

analytical skillstechnical troubleshootingSQLtechnical documentationaccount aggregation

written communicationtime managementorganizational skillscustomer-first attitudeempathyaccountability

Bachelor's degree