The Role
Serve as a client-facing support engineer for a fintech SaaS platform, triaging and resolving issues, using AI tools to enhance responses, logging and escalating tickets in Jira, executing basic corrective actions, and driving change requests from recurring feedback.
Summary Generated by Built In
Location: Fully Remote (ideally in the Americas)
Coordination time: US timezone
Employment Type: Contract
Tangible is a fast-growing, tech-driven platform providing liquidity solutions to LPs and GPs in the private-markets secondaries space. By combining deep sector expertise with modern infrastructure, we unlock liquidity across private equity, private credit, and real assets, transforming the way secondary transactions are executed.
We are looking for a smart, AI-native Support Engineer who operates at the intersection of product knowledge, client communication, and intelligent problem-solving. This role focuses on supporting a fintech SaaS platform while leveraging AI tools to improve response quality, efficiency, and internal workflows.
You will work in the US timezone and act as the bridge between clients and the engineering team.
Tasks
• 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
Big Plus
• Background in fintech, finance, or transaction/deal workflows
• Experience in SaaS technical support or client-facing technical roles
• Based in the Americas (US timezone overlap preferred)
Coordination time: US timezone
Employment Type: Contract
Tangible is a fast-growing, tech-driven platform providing liquidity solutions to LPs and GPs in the private-markets secondaries space. By combining deep sector expertise with modern infrastructure, we unlock liquidity across private equity, private credit, and real assets, transforming the way secondary transactions are executed.
We are looking for a smart, AI-native Support Engineer who operates at the intersection of product knowledge, client communication, and intelligent problem-solving. This role focuses on supporting a fintech SaaS platform while leveraging AI tools to improve response quality, efficiency, and internal workflows.
You will work in the US timezone and act as the bridge between clients and the engineering team.
Tasks
• 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
Big Plus
• Background in fintech, finance, or transaction/deal workflows
• Experience in SaaS technical support or client-facing technical roles
• Based in the Americas (US timezone overlap preferred)
Skills Required
- Excellent written English and professional client communication
- Comfortable working US timezone / coordinating in US hours
- 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
- Experience in SaaS technical support or client-facing technical roles
- Based in the Americas (US timezone overlap preferred)
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The Company
What We Do
Tangible Markets provides technology and workflow tools to facilitate secondary market transactions for limited partners, general partners, and wealth managers. The company offers a digital platform featuring liquidity solutions for the private equity ecosystem, including exclusive targeted auctions and a SaaS-based internal marketplace for standardized trading. Additionally, Tangible acts as a clearing house, aggregating smaller stakes to attract institutional buyers and enhance liquidity.
