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About the Role
As a Technical Support Specialist at DataSnipper, you will be a key member of our AI-first support team, responsible for resolving complex customer technical issues and contributing to the improvement of our support systems. This role involves hands-on work with our AI infrastructure, handling escalated tickets, debugging, and collaborating with Engineering. You will also maintain the knowledge base, identify issue patterns, and assist in onboarding new team members. This position is within a fast-moving global team that values curiosity, ownership, and systemic thinking.
Responsibilities
- Work closely with our agentic AI infrastructure to continuously improve its resolution rate and the quality of the answers it produces
- Independently resolve escalated technical support tickets, diagnosing root causes using logs, scripts, and internal tooling, and coordinating with Engineering for code-level investigation when needed
- Partner with Customer Success and Engineering to drive timely resolution of customer-impacting bugs and incidents
- Maintain and improve the technical knowledge base, creating troubleshooting guides that reduce repeat issues
- Track recurring issues, feeding patterns into Product and Engineering to drive systemic improvements
- Contribute to onboarding and training of new support team members
Requirements
- 2–4 years of experience in a technical support or application support role in a B2B SaaS environment
- Strong diagnostic and troubleshooting skills, comfortable working with logs, APIs, and browser developer tools
- Strong all-round technical aptitude across computers, software, and AI, able to navigate systems such as Windows and Azure, run basic networking checks, inspect the registry, and quickly pick up new software and technical concepts to get things done in unfamiliar environments
- Solid understanding of SaaS product architecture concepts (APIs, integrations, data flows)
- Experience with CRM and ticketing systems such as Intercom, Zendesk, Jira, or similar
- AI tool fluency, able to use AI to increase productivity, analyze data, and actively contribute to support AI agent improvement loops
- Adaptability to flex across priorities as needed, from strategy and AI improvement work to hands-on ticket crunching during peak-volume periods
- Committed, self-driven attitude with strong ownership, urgency, and follow-through, able to work independently, manage multiple open tickets, and prioritize effectively
- Clear and professional communication skills, both written and verbal, for customer-facing interactions
- Proficient in English, both spoken and written
- Experience with Excel, audit tools, or financial software is a strong plus
- Open-minded and adaptive to changing conditions, always looking for opportunities to scale our systems rather than just working through the queue
Skills
- Log analysis
- API debugging
- Troubleshooting
- Windows
- Azure
- Networking
- Registry inspection
- SaaS product architecture
- CRM systems
- Ticketing systems
- Intercom
- Zendesk
- Jira
- AI tool fluency
- Excel
- Audit tools
- Financial software
Location
- New York City
Work Type
- Hybrid
- Onsite
Experience Level
- 2-4 years
Salary/Compensations
- Excellent salary + stock participation plan
Benefits
- Flexible paid time off
- Comprehensive medical and dental coverage
- 401K match
- Paid parental leave
- Company-sponsored lunch
- Access to OpenUp and Talkspace, the mental health and wellness platform
- Multiple social activities for team building
About the Company
- Audit and finance are still massively manual and we are changing that.
- DataSnipper is a $1B, bootstrapped unicorn with 600,000+ users across 180+ countries, already embedded in the daily workflows of top audit and accounting firms.
- We are now taking things further with our Excel Agent, bringing AI directly into where the work actually happens.
- Our AI operates inside Excel, with access to real documents and audit evidence, meaning it does not just generate answers, it does the work, with full traceability.
- We are not just applying AI, we are redefining how audit gets done.
- If you want to build something category-defining at scale, this is the place.