Tangible

AI-Driven Support Engineer – US Timezone

Tangible

contract

Posted on:

Location Type: Remote

Location: California • United States

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About the role

  • Respond to client emails in clear, professional English (AI-assisted but human-reviewed)
  • Use Jira Service Management and Jira Software to log bugs, change requests, and technical clarifications
  • Develop strong contextual awareness of platform workflows, data flows, and business logic
  • Identify whether an issue is user error, configuration issue, data problem, or system defect
  • Execute basic corrective actions when possible (data validation, configuration checks, structured guidance)
  • Escalate structured, well-documented tickets to the development team when required
  • Raise change requests based on recurring client feedback
  • Detect potential bugs, inconsistencies, or edge cases from client reports
  • Use AI tools responsibly to enhance communication clarity, documentation quality, and issue analysis

Requirements

  • Excellent written English (must be comfortable handling professional client communication)
  • Comfortable working in the US timezone
  • Strong logical thinking and ability to understand complex workflows
  • Experience using Jira Service Management and Jira Software
  • Ability to distinguish between bugs, feature gaps, and configuration errors
  • Familiarity with SaaS platforms and structured support processes
  • Comfortable using AI tools to improve productivity and clarity
  • Background in fintech, finance, or transaction/deal workflows (Big Plus)
  • Experience in SaaS technical support or client-facing technical roles (Big Plus)
  • Based in the Americas (US timezone overlap preferred)
Applicant Tracking System Keywords

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

Hard Skills & Tools
data validationconfiguration checksissue analysisbug detectiontechnical clarificationschange requestsstructured guidanceworkflow understandingdata flow analysisbusiness logic comprehension
Soft Skills
excellent written communicationlogical thinkingproblem-solvingclient communicationcontextual awarenessattention to detailescalation of issuesresponsibility in tool usageadaptabilitycollaboration