Thatch
Product Support Specialist
Austin, Texas, United States
Sponsorship not specifiedDetected 15 hours ago
SQLData AnalysisProject ManagementCustomer SupportCommunicationProblem Solving
About the role
- If you are looking for a launchpad to your career at a high growth technology company, this role is for you.
Responsibilities
- Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues
- Build partnerships and relationships with large mid-market and enterprise accounts
- Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams
- Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability
- Lead cross-functional projects aimed at identifying inefficiencies in current processes and drive the implementation of long-term solutions
- Experience managing and developing large client relationships
Requirements
- Proficiency in SQL for data analysis and querying, with the ability to interpret datasets
Benefits
- 3+ years in customer-facing operations or technical support within a complex B2B environment (SaaS, fintech, healthtech, or benefits)
Company info
- Analyze, troubleshoot, and resolve complex issues through direct customers interface (email, phone, video conference)
- Conduct consultative calls and write detailed explanations that help customers understand complex insurance, compliance, and platform topics
- Background we're looking for
This listing is sourced directly from Thatch's careers page and normalized into a canonical job model.