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Product Support Specialist
$100-$120k
1
Denver, CO
About the Role
We are hiring a Product Support Specialist to be the frontline hero for our users, ensuring they receive prompt and knowledgeable help when encountering questions or issues with our fintech platform. As a Product Support Specialist, you will respond to customer inquiries (from basic how-to questions to more complex troubleshooting) and work closely with the engineering and product teams to resolve issues. In our early-stage startup, support is a critical function – you will not only assist users but also help shape the support process and contribute feedback to improve the product’s usability and reliability. This role is ideal for someone who enjoys solving problems, has strong empathy for users, and is excited about fintech innovations.
On a daily basis, you’ll manage incoming support tickets through our support system (email or chat, and possibly phone for urgent issues). You will address a wide range of topics: a customer might need guidance navigating a dashboard feature, another might report an error they received when using our API. You will troubleshoot by replicating issues in our sandbox environment, checking logs or documentation, and working with engineers if you discover a bug. Often, you’ll educate users – for instance, explaining why a bank account connection might be failing and how to fix it, or walking them through the steps to reconcile a payment that shows as pending. Your goal is to resolve as many issues as possible promptly and effectively, with a friendly and professional demeanor that leaves customers feeling supported.
In addition to reactive support, you’ll play a proactive role. You will help create support documentation such as FAQ articles, how-to guides, and troubleshooting tips based on the questions you encounter. By analyzing support trends, you might identify areas of the product that confuse users and suggest improvements or flag them to the product team. Being at a startup means you might also assist with testing new features or handling other operational tasks during quieter support periods. This full-time position is based in Denver, CO (hybrid or remote). We offer a supportive team environment, opportunities to grow (potentially into advanced support, customer success, or other roles), and equity in the company’s success in addition to salary.
Key Responsibilities
Customer Issue Resolution – Provide timely responses to customer support requests via our support channels (email, live chat, and occasionally phone). Diagnose and resolve issues ranging from simple (“How do I reset my password?”) to complex (e.g., a client’s API call for creating a charge is failing with a specific error). Strive for first-contact resolution whenever possible, while ensuring friendly and professional communication.
Troubleshooting & Escalation – Investigate technical problems reported by users. This might involve reproducing the issue in our test environment, reviewing API request logs or error messages, and cross-referencing with documentation. For issues that require deeper analysis or code fixes, properly document the details and escalate to the engineering team, then follow up to keep the customer updated on progress.
Product Expertise – Develop an in-depth understanding of our platform’s features and how they work (user onboarding process, payment flows, security settings, etc.). Use this knowledge to educate customers and provide context. For example, explain to a customer why a certain payment might be on hold due to our fraud rules, or guide them on how to properly configure their webhooks to receive real-time notifications from our system.
Documentation & Knowledge Base – Create and maintain support documentation. Write clear step-by-step solutions for common questions or known issues and contribute to an online knowledge base or FAQ. Update existing docs when product changes occur (e.g., if we introduce a new verification step in onboarding, ensure the user guide reflects it). Empower customers to self-serve by providing quality resources.
Feedback Loop – Act as the eyes and ears of the product in terms of user experience. Identify patterns in support queries (for instance, if multiple users are confused by a particular screen or if a certain error keeps occurring). Share this feedback with the product and engineering teams to help prioritize bug fixes, UI improvements, or new features that reduce friction. Advocate for the customer’s perspective during internal discussions.
Internal Collaboration – Work closely with the Customer Success Lead to ensure VIP or at-risk customers receive extra attention and their issues are resolved promptly. Coordinate with the Risk/Compliance team if an issue relates to a compliance hold or verification failure, so you can give the customer accurate information. Join forces with Solutions Engineering on complex technical issues that span support and implementation.
Support System Management – Help refine our support processes as we grow. This could include improving ticket triage workflows, contributing to an internal runbook for handling certain types of issues, or suggesting tools (like a better helpdesk system or reporting dashboard for support metrics). Aim to maintain a high standard of support efficiency and customer satisfaction.
Continuous Learning – Stay updated on all new product releases and enhancements so you can support them effectively. Participate in team training sessions and knowledge-sharing. Also, continuously improve your own skill set – for example, learning basics of reading JSON or using database queries to pull info might be useful for quicker troubleshooting in a technical product.
Required Qualifications
Experience in Support – 2+ years experience in a customer support or technical support role for a software or SaaS product. You should have a track record of delighting customers and solving problems efficiently. Experience in supporting a fintech or financial software product is a plus but not strictly required.
Excellent Communication – Superb written and verbal communication skills. Able to explain technical steps or solutions in a clear, patient, and friendly manner. You can adjust your tone and detail based on the customer’s level of technical expertise.
Technical Aptitude – Comfortable with technology and able to quickly learn our platform’s intricacies. Basic understanding of web applications and APIs (for instance, you know what an API key or HTTP error code is) is expected. If you don’t have direct coding experience, you should at least be capable of following technical instructions and using diagnostic tools (like checking system logs or using API clients like Postman with guidance).
Problem-Solving Mindset – Naturally curious and persistent in digging into problems until you find a resolution or workaround. You approach troubleshooting in a methodical way and document what you find. Able to handle multiple issues at once and prioritize effectively based on urgency and impact.
Empathy and Patience – You genuinely care about helping customers and can remain calm and helpful, even when users are frustrated. Able to turn a negative situation (like an outage or a critical bug) into a positive customer experience through effective communication and follow-through.
Organizational Skills – Detail-oriented in tracking issues. You ensure all customer interactions are logged properly in the ticket system and no follow-ups are missed. Capable of managing your time across incoming tickets, ongoing investigations, and documentation tasks.
Team Collaboration – Works well in a team environment. Comfortable asking for help or escalating when needed, and equally comfortable offering help to peers. Aligns with others to ensure the overall success of our users.
Flexible Schedule – While this is generally a standard work-hour role, you might occasionally adjust hours to cover a critical customer issue or a high-priority client in a different time zone. Willingness to be part of an on-call rotation in the future (if we establish one for critical support) is a plus.
Preferred Qualifications
Fintech Knowledge – Familiarity with banking/payments terminology and processes (ACH, ledgers, verification steps, etc.) which can expedite your ramp-up time. Knowing how things like two-factor authentication, bank statement verification, or transaction statuses work from a user perspective will help in support scenarios.
Technical Skills – Any additional technical skills are a bonus. For example, ability to read and understand JSON/XML responses, basic SQL knowledge to query a database for an entry, or prior experience logging into admin panels/developer tools for troubleshooting. These skills help resolve issues faster without always needing engineering intervention.
Multi-Channel Support – Experience supporting customers over various channels including live chat and phone support, not just email. Ability to multitask between channels effectively.
Knowledge Base Management – Experience in creating or managing a customer help center or knowledge base. If you’ve used tools like Zendesk Guide, Confluence, or HelpScout Docs to publish articles, that’s beneficial.
Startup Experience – Previous experience in a startup or small company where you had to set up processes or wear multiple hats. This experience means you’re likely comfortable with change and eager to improve workflows.
Language Skills – (Optional) If you are fluent in another language common to our customer base (e.g., Spanish), it could be helpful as we grow our customer reach. Not required, but mentionable as a plus.
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About the job
Job type
Full-Time, Hybrid
Salary
$100-$120k
Benefit you’ll get
Flexible Work Environment – We offer hybrid and remote options so you can work where you’re most productive, whether that’s at home, in-office, or a mix of both.
Equity Ownership – As an early team member, you’ll receive equity in the form of options or RSUs—your contributions grow the company, and you share in the upside.
Unlimited PTO – Take the time you need to rest, recharge, or handle life outside of work. We trust our team to balance time off with results.
Health & Wellness Coverage – Comprehensive medical, dental, and vision plans help keep you and your family healthy, with 100% employee premium coverage on select plans.
Paid Parental Leave – We support growing families with fully paid time off for new parents, including adoption and foster care.
Professional Development – We invest in your growth with paid courses, certifications, and conference opportunities tailored to your role and interests.
Home Office & Equipment Stipend – Receive a stipend to set up your home workspace and get the tools you need to work comfortably and effectively.
Team Retreats – We host regular offsites to align on strategy, collaborate face-to-face, and have fun as a team.
Autonomy & Ownership – We give you space to lead initiatives, own outcomes, and shape the direction of your work without micromanagement.
Mission-Driven Work – Help build infrastructure that moves money more efficiently, securely, and transparently for modern businesses.
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Senior Data Science Product Manager
Company Overview
Straddle is building the intelligence layer for modern payments, enabling smarter, faster, and more reliable financial decisions through data and machine learning. We operate at the intersection of fintech, data infrastructure, and real-time decisioning, where the models and insights we build directly impact transaction success, fraud prevention, and customer experience.
We are a fast-moving, high-ownership team that values speed, clarity, and pragmatic execution. We believe in delivering impact quickly, iterating continuously, and building systems that scale as the business grows.
Position Overview
We are seeking a Senior Data Science Product Manager to drive the discovery, scoping, and cross-functional orchestration of Straddle's data and ML-powered product capabilities.
This role bridges the gap between data science, product, and the market. You will work closely with product leadership to understand Straddle's product roadmap, identify where data and ML can create differentiated value, and translate those opportunities into well-scoped, high-impact data product initiatives. Examples include intelligent routing systems that maximize bank connection success across providers, balance prediction models that reduce payment failures and unlock new product offerings like guaranteed payments, and risk scoring features that shape how payment products are priced and rolled out.
Today, data product strategy and roadmap ownership sits with the Head of Data Science. As the team scales, this role will serve as the connective tissue between the data science team and the rest of the organization, engaging directly with customers, attending industry events, understanding the payments landscape, and channeling market needs back into the data product roadmap. You will drive discovery, scoping, and cross-functional coordination for data initiatives, and be a strong voice contributing to leadership's Data Roadmap and OKRs.
The ideal candidate is someone who thinks like a product manager but speaks the language of data science. Comfortable scoping an ML feature, challenging a model's assumptions, and presenting a data product strategy to leadership in the same week.
Essential Functions
Drive discovery, scoping, and cross-functional coordination for data science and ML initiatives that support Straddle's core payment products. Surface opportunities, write proposals, and keep projects on track in partnership with the Head of Data Science
Partner with product leadership to understand the full product landscape and identify where data-driven capabilities (models, features, scoring, intelligence) can create competitive advantage
Translate product and business needs into well-defined data science project briefs, including problem framing, success metrics, data requirements, and delivery milestones
Engage directly with customers, prospects, and partners to understand real-world payment challenges and surface opportunities for data products
Represent Straddle's data capabilities externally at industry events, fintech meetups, and partner conversations. Bring market intelligence back to the team
Collaborate with data science and engineering to ensure data products are built with the right trade-offs between speed, accuracy, and scalability
Identify data gaps where acquiring new data sources, improving data quality, or connecting to new providers can meaningfully improve product and model outcomes
Define and track success metrics for data products post-launch, driving iteration based on real-world performance
Manage intake and triage of cross-functional data requests, providing recommendations on prioritization to the Head of Data Science
Build and maintain PRDs and product proposals for data science initiatives, ensuring alignment across product, engineering, and leadership
Desired Experience & Skills
5+ years in product management, data science, or a hybrid data product role
Strong understanding of machine learning concepts. You don't need to build models, but you need to know what's feasible, what's hard, and what questions to ask
Demonstrated experience translating business problems into data/ML product requirements
Track record of shipping data-powered features or products in a B2B or fintech context
Strong product intuition. You understand user needs, market dynamics, and how to prioritize ruthlessly
Experience working directly with customers or in customer-facing contexts (sales engineering, solutions, product discovery)
Familiarity with payments, open banking, risk/fraud, or financial services is strongly preferred
Excellent communication skills. You can write a clear PRD, run a stakeholder review, and present to leadership with equal comfort
Comfort operating in ambiguity. You thrive when the problem isn't fully defined yet
Experience with data platforms (Databricks, SQL, analytics tools) is a plus
Technical Familiarity
Machine learning product lifecycle: problem framing, feature design, model evaluation, deployment, monitoring
Data infrastructure concepts: pipelines, feature stores, lakehouse architecture, data quality
Payment systems: ACH, RTP, open banking, identity verification, risk scoring
A/B testing and experimentation design
Analytics and BI tools (dashboards, cohort analysis, funnel metrics)
Familiarity with Linear, Notion, or similar product management tooling
Culture Fit
Speed over perfection — momentum creates opportunity; we deliver, iterate, and improve
Ownership mentality — we don't stop at "our part"; we ensure outcomes
Honest, data-driven thinking — we trust the data, even when it's inconvenient
Curiosity and creativity — we ask "why," explore ideas, and challenge assumptions
Pragmatic execution — we balance long-term scalability with immediate business impact
Collaborative mindset — we think out loud, share context, and make each other better
We are building systems that directly impact real financial outcomes. That responsibility demands high standards, strong judgment, and a bias toward action.