Third Bridge

Client Support Engineer

New York

Sponsorship not specified$70k-$85kDetected 1 day ago

Stakeholder ManagementAccount ManagementCustomer SuccessCustomer SupportIntercomResearchLeadershipCommunicationCollaborationProblem Solving

About the role

Third Bridge is a leading global research firm established in 2007, with a team of over 1,500 employees worldwide dedicated to fueling decisions with expert insights.
We accelerate and enhance decision-making for investors and business leaders by unearthing unique expert insights across multiple sectors, geographies, and topics.
For nearly 20 years, we've helped clients access knowledge on demand from experts, in-person and through our Library covering over 65,000 companies.

Client Onboarding & Configuration: Liaise with teams post-launch to ensure correct platform setup, manage access levels, and resolve login capabilities.
Own post-deployment configuration queries across Third Bridge's product suite, including data feeds, MCP, and agentic offerings.
Technical Investigation: Conduct initial triage across all incoming tickets regardless of priority level. Own investigation and resolution for P2-P4 issues
for P1 issues, lead the client communication and escalation process through to resolution even where the technical fix may sit with another team.
Knowledge Base Ownership: Build and maintain the team's internal knowledge base, capturing learnings from every ticket resolved.
Tooling: Use and maintain our support platform (such as Intercom or Atomicworks) to log, triage, track, and report on client tickets.
Professional Background: Prior experience in Customer Success, Technical Account Management, or SaaS support within an enterprise environment.
Stakeholder Management: Ability to manage both client expectations and internal stakeholder communication seamlessly.
Own investigation and resolution for P2-P4 issues; for P1 issues, lead the client communication and escalation process through to resolution even where the technical fix may sit with another team.
Comfort with Ambiguity: Able to operate effectively in an environment without established processes, and motivated by the opportunity to build structure from scratch.

Experience with enterprise SaaS platforms or API-based products is a strong advantage.

Exceptional written communication skills, with a focus on clarity and professionalism in asynchronous interactions.
Problem-Solving: A proactive approach to technical troubleshooting and investigation.
Basic Salary of $70,000-85,000 dependent on experience plus bonus and benefits.
Vacation: 15 days (which increases to 20 days after 2 years of service) plus US Holidays
Learning: personal development allowance of $1,500 per year.
Health and wellbeing: a variety of insurance plans, including health coverage by Empire Blue Cross Blue Shield.
Frontline Innovation: your chance to share your ideas for improvement through Hackathons and other events
Third Bridge values your trust and is committed to the responsible management, use, and protection of personal information.
That is why Third Bridge is committed to creating an inclusive environment and is proud to be an equal opportunity employer.

personal development allowance of $1,500 per year.
401K matching up to 5% of your base salary, life insurance, a long-term disability policy dependent care FSA and pet insurance.
work from anywhere for one month per year, 2 annual volunteer days, 2 personal days when life throws you a curveball and 'Summer Fridays'
Basic Salary of $70,000-85,000 dependent on experience plus bonus and benefits.

Medical Insurance, Dental insurance and Vision plan, plus a personal HSA (Health Saving Account) and Medical FSA (Flexible Spending Account).
And also a variety of health and wellbeing events to focus on mental health.
Primary Client Contact: Act as the key point of contact for clients, providing dedicated coverage and faster triage for incoming requests.

This listing is sourced directly from Third Bridge's careers page and normalized into a canonical job model.