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Tangible

Support Engineer – AI-Driven

Tangible

Support Engineer focused on AI-driven solutions for fintech SaaS platform. Engaging with clients and collaborating with engineering team in US timezone.

Posted 5/10/2026contractRemote • 🇲🇽 MexicoMid-LevelSeniorWebsite

About the role

Key responsibilities & impact
  • 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

What you’ll need
  • 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

Benefits

Comp & perks
  • Flexible work arrangements
  • Professional development

ATS Keywords

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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 detectionchange request managementtechnical clarification
Soft Skills
excellent written communicationlogical thinkingcontextual awarenessproblem-solvingclient communication