SpendMend

Support Engineer

• Act as the primary point of contact for customer support via ticketing system, email, and scheduled calls
• Troubleshoot platform issues, data discrepancies, and user access questions
• Escalate complex technical or data issues to engineering or analytics teams with clear documentation and context
• Track, prioritize, and resolve support tickets in accordance with SLAs
• Communicate clearly and professionally with customers, translating technical concepts into plain language
• Proactively identify patterns in support issues and provide feedback to product and engineering teams
• Contribute to knowledge base articles, FAQs, and internal support documentation
• Collaborate with Customer Success, Analytics, Product, and Engineering to resolve customer issues efficiently
• Participate in team meetings, training sessions, and process improvement initiatives

Customer Support Analyst