Radicle Health

Support Engineer

• Respond to customer inquiries via email and virtual meetings with professionalism and accuracy, ensuring timely resolutions to meet customer needs.
• Resolve customer issues with product functionality, reporting, and integrations.
• Write basic to intermediate scripting queries to investigate customer data problems.
• Document solutions in the knowledge base.
• Troubleshoot technical issues, escalating more complex cases to higher-level support or technical teams when necessary.
• Communicate clearly and empathetically with customers, ensuring a positive experience by providing helpful and informative solutions.
• Update and maintain the customer support knowledge base with accurate solutions and troubleshooting guides for common issues.
• Collaborate with internal teams to ensure customer facing documentation is always current, reflecting any new product features or changes.
• Assist in improving self-service resources as needed, ensuring easy access to valuable information for customers.
• Work with product, engineering, and customer success teams to escalate customer feedback and technical issues, contributing to product improvements.
• Provide backup assistance for Engineering team in manual testing.
• Act as a bridge between customers and internal teams to keep both sides informed about ongoing issues and solutions.
• Regularly track and report on common customer issues, using insights to suggest process improvements that reduce recurring problems.
• Participate in team meetings and feedback sessions to share learnings and improve overall team performance.

Technical Support Specialist

Financial Planning and Analysis

• Own the financial forecast and budgeting process, including long-range planning, scenario modeling, and underlying models; track performance against targets and address variances to keep the company on track
• Oversee monthly reporting packages and variance analysis across income statements, balance sheets, and cash flow statements, ensuring accuracy and timeliness
• Prepare and present financial reporting packages for executive leadership and the board, translating complex financial data into clear strategic narratives
• Conduct financial analysis to identify trends, opportunities, and risks, delivering actionable insights to senior leadership
• Partner with senior leadership on capital allocation and strategic investment decisions, providing the financial rigor and scenario analysis needed to deploy resources effectively
• Provide leadership, mentorship, and development to the FP&A team, ensuring they achieve their goals and grow professionally
• Partner with Accounting to align on the close process, ensure accurate actuals handoff, and continuously improve the speed and quality of financial reporting
• Serve as a strategic finance partner to Operations, Sales, and Marketing - embedding financial transparency, improving forecast accuracy, and driving measurable ROI across business units
• Collaborate with Revenue Operations and Customer Success to surface customer trends that sharpen forecast accuracy and proactively flag risks and opportunities

Technical Support Specialist

Director of FP&A