Product Support Specialist

The role

You will be the main support contact for Pigment customers, solving technical product issues with the engineering team. You will also help customers learn the platform and share customer needs with the Product team.

What you will do

• Serve as the primary point of contact for customers seeking help
• Diagnose, replicate and resolve product issues with the engineering team
• Educate customers and highlight gaps to help them use Pigment better
• Work with cross-functional partners to set up processes and find efficiencies
• Voice customer needs to the Product team so the roadmap matches them
• Deliver a strong customer experience on support cases
• Monitor customer health and fix problems before customers notice them
• Keep learning and growing through training and development paths

Required qualifications

• 2+ years of experience in Application Support, Technical Support in a SaaS environment, Support Operations, Product Operations, Customer Operations, or Financial Planning & Analysis (FP&A) or Financia
• Proactive, hands-on approach to solving problems
• Strong written and verbal communication skills with technical and non-technical stakeholders
• Accurate, detail-oriented work that follows structured processes
• Experience quickly learning new software, tools and technologies
• Ability to identify, communicate and escalate issues, blockers and risks
• Experience working independently and taking ownership of outcomes
• Ability to manage high-volume, repeatable work with consistent quality
• Sound judgment on when to follow processes, recommend improvements or escalate
• Strong organization and prioritization skills
• Track record of exceptional customer service and trusted relationships
• Experience in a fast-paced, global, distributed team

Benefits

• Competitive compensation with base salary, equity package and comprehensive benefits
• Generous time off and parental leave policies
• High-end equipment to do your work

Before you apply

• Pigment conducts background checks, which may include employment history, education and, where legally permitted, criminal records, done with candidate consent before any contract is signed

About the company

Pigment is an AI-powered business planning and performance management platform founded in 2019, used by companies such as Unilever, Uber and Siemens. The company has offices in Paris, London, New York, Toronto, San Francisco and Austin, with 700+ employees.