Technical Support Specialist US-West (SaaS B2B Finance Data)

We’re looking for a Technical Support Specialist to join our Data Solutions team.

Our team is split into two strands: Implementation and Support. The Implementation specialists work with new customers during their onboarding, to set up their data and integrations in Subscript, while the Support specialists take over once the customer is live and helps them as they use the our product for their day-to-day operations, encounter (we hope rare) issues and expand their use cases.

Exciting update: We just closed our Series A earlier this year (see more details here). It's a really fun + empowering time to be joining our Subbie team!

The basics

• The product ✨: We're building the premier metrics-first finance and billing platform that empowers B2B SaaS leaders to invoice their customers, tell their ARR story, and track accounting revenue, all in one place—regardless of how complex their customers' contracts are
• The role you'll play on our team:
• You'll be the first point of contact for existing customers after they've gone live with the Subscript platform 🙌🏽. You’ll diagnose, reproduce & resolve issues and will work with our customers on technical questions, product configuration, data issues, back-end tasks, custom reporting and anything else you can think of that a customer might ask us for support with.
• You'll work with customers on topics such as ARR metrics, invoices and accounting revenue, CRMs (e.g. Hubspot, Salesforce), general ledgers (e.g. Quickbooks, Xero, Netsuite), and payment processors (e.g. Stripe), and spreadsheets. You will need to develop the appropriate level of knowledge to support our customers from both a product and financial perspective.
• You’ll collaborate closely with our Implementation Specialists, Engineering and Product teams to triage issues, document patterns and help improve the customer experience, our internal and external documentation and tooling.
• Over time, you’ll help shape how Support evolves within Subscript - building reusable documentation, refining internal processes and helping us scale an excellent customer experience. We will want to hear all your ideas!
• This role will primarily cover US West hours, with flexibility required to cover APAC hours.
• You can expect to split your day across these main tools:
• Front - triaging tickets, managing Slack threads, chasing internal/external updates and, above everything, keeping our customers updated at every step.
• Github - filing and tracking bug tickets, UX improvements and feature requests on behalf of our customers.
• SQL - diagnosing issues and extracting custom data requests.
• Postman/APIs - fetching and exploring external data (e.g. Hubspot deals or Quickbooks invoices) that are being ingested into Subscript to diagnose issues.
• Internal configuration JSON files - inspecting and updating the transformation rules for our ETL pipeline to resolve customer issues.
• Spreadsheets - transforming and cleaning clients' data to be ingested into Subscript, as well as validating results.
• (Bonus) Python - this isn't strictly required, but we occasionally make use of Colab notebooks to do data fetching and/or transformation that would be too challenging via other methods
• You'll be an early member of our Support team and will help define what the role becomes as we grow! You'll work closely with the whole company, including our co-founders Sidharth Kakkar and Michelle Lee. They formerly built and successfully exited a B2B SaaS company called Freckle Education and this is their second start-up.
• We're a lean and mighty team (current under 30 people, but growing quickly!), so you'll have a huge say in how we shape and build all parts of our organization 👯‍♂️. You'll have a ton of autonomy in defining + iterating on best practices and processes to really help both our customers AND our teammates reach the moon!
• You'll not only work directly with the customer tickets you take on, but also support other team members as they encounter new challenges and could learn from your experience and insight. There’s no such thing as “staying in your lane” at Subscript!
• The way we work: