Product Support Specialist

Ledgy

At Ledgy, we’re on a mission to make Europe a powerhouse of entrepreneurship by building a modern, tech-driven equity management and financial reporting platform for private and public companies. In 2026, we aim to be the leading provider for European IPOs and reporting for share-based payments. We are a value-based company with a core focus on being humble, transparent, ambitious and impactful, all in order to delivery the best experience for our customers and end users. We are proud to partner with some of the world’s leading investors. New Enterprise Associates led our $22m Series B round in 2022, with Philip Chopin joining Sequoia’s Luciana Lixandru on our board. We were founded in Switzerland in 2017 and today we operate globally from offices in Zurich and London. We encourage diversity and are an international team coming from 26 different countries and speaking 25 different languages.   About the role This role sits at the intersection of our customers, our product, and our engineering team. You're the person customers and internal teams turn to when issues get complex and will own investigations end-to-end and drive them through to resolution. You'll develop deep product expertise, reproduce bugs with precision, and serve as the technical bridge between our customers and product team. We work with AI-powered tools and workflows across our support function, and you'll play an active role in keeping them running well. What you'll be doing Months 1–2: Ramp up and begin to take ownership * Get up to speed on equity management concepts, Ledgy's product, and our internal tooling with guidance from our Support Lead * Shadow CSMs on customer calls to gain context on customer needs, pain points, and use cases * Shadow support specialists on escalated cases and engineering handoffs to understand how we triage and investigate issues end-to-end * Familiarise yourself with our AI support infrastructure and knowledge base, learning how each component is maintained * Begin handling support cases independently, focusing on issue reproduction and structured documentation of customer-reported bugs Months 3–6: Build technical depth and develop best practices in customer contact * Take full ownership of support cases across multiple channels, from initial triage through to resolution or engineering handoff * Reproduce and document customer-reported issues with precision, producing bug reports engineers can act on * Support the Customer Success team with product queries, learning best practices in customer engagement * Help maintain and improve our AI support workflows, ensuring automations are running effectively and flagging issues when they arise * Manage and improve our knowledge base, creating support articles and documentation * Support integration troubleshooting across our key connectors, gaining hands-on configuration and debugging experience Months 6–12: Expand your impact * Become the go-to product expert, acting as the technical bridge between customer-facing teams and engineering * Actively maintain and contribute to our AI support workflows * Identify patterns across support data and translate them into product feedback and process improvements * Take ownership of special projects that help scale our support function as Ledgy grows * Deepen your ability to diagnose and scope complex product issues, leveraging the tools available to investigate root causes What we're looking for * 2–4 years of experience in technical support or customer success in a B2B or B2C SaaS environment * Strong attention to detail and a methodical approach to issue diagnosis. You understand how product functionality connects and can work backwards through the logic to identify root causes * Comfortable reproducing and documenting technical issues with precision, including experience writing bug reports for engineers and surfacing patterns across support data that inform product and engineering decisions * Comfortable working across APIs, integrations, and SaaS infrastructure with a solid technical understanding of how these systems connect * Excellent written and verbal communication with experience translating complex technical issues for non-technical stakeholders * Experience with Intercom or a similar customer support platform * Experience with workflow automation or AI agent tooling (e.g. n8n, Cursor, Claude, or similar) * A fast learner who ramps up quickly * Hybrid work model (minimum 2 days in the office per week) Nice to have * Familiarity with employee share plans, cap tables, accounting, or financial instruments * Experience in Fintech, HR tech, or a similarly adjacent SaaS environment * Exposure to engineering workflows and tools such as Linear or similar issue tracking platforms Being part of Ledgy means * Recharge and re-energize with flexible working hours, 25 days of vacation, and up to 40 days of remote work from outside your home country * We make space for your own professional development, with a generous yearly learning & development budget * This role will receive a competitive salary + benefits + equity, including a quarterly performance bonus of up to 20% salary * Join a team that has a track record of promoting internally and rewarding top talent

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. WHAT YOU'LL DO As part of our growing global Product Support team, you'll be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, problem-solving mindset, and project management skills to improve our support systems, processes, and product quality. You'll own complex technical user issues and coordinate with cross-functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of data will allow you to engage with these teams and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with Stripe key metrics, such as customer satisfaction, contact rate, and service-level agreements. RESPONSIBILITIES * Analyze and troubleshoot complex technical issues through direct user interaction (email, phone). * Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues. * Optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics. * Lead continuous improvement initiatives aimed at hitting key performance metrics such as customer satisfaction, contact rate, and service-level agreement compliance. * Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams. * Collaborate and advocate with Product and Engineering to improve the platform based on user feedback, ensuring long-term product reliability. * Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions. * Challenge the status quo and push for innovation in user support strategies and operational processes. WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * 2+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues. * Proficiency in SQL for data analysis and querying, with the ability to interpret datasets. * Excellent problem-solving skills, capable of diagnosing complex issues and driving them to resolution. * Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress. * Experience in project management, particularly in optimizing processes, workflows, or support operations. * Willingness to work occasional weekends and holidays (with compensatory time off). PREFERRED QUALIFICATIONS * Strong data analysis skills with a passion for interpreting data to improve decision-making and outcomes. * Comfortable explaining technical concepts to both technical and non-technical stakeholders. * Proficiency in technical environments and the ability to diagnose and resolve technical user issues.

Asana

Our Customer Product Support team helps customers find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about investing in our customers’ success. We help customers with questions, feature requests, and bug reports, and educate them about best practices. Within the organization, we amplify our customers’ voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers’ success, and we get there by exemplifying empathy with our customers. This role is based in our Dublin office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. Coverage may be needed on some weekends or holidays in this role. If you're interviewing for this role, your recruiter will share more about the in-office requirements. What You'll Achieve * Supporting our English and German-speaking customer base, requiring fluent written and verbal proficiency. * Become an expert in Asana’s platform, staying up-to-date on new features and best practices, and develop a positive, consultative relationship to help customers transform the way they work. Given the complexity and breadth of Asana's use across many industries, this is not a typical "question and answer" support role. * Manages complex product issues requiring deeper investigation and advanced knowledge of the platform. You will independently resolve most product issues and expertly consult internal experts and 3rd-party tools when blocked. * Own support cases end-to-end, ensuring timely follow-up, clear communication, and full resolution, while managing a high volume of customer inquiries with accuracy, speed, and empathy. * Troubleshoot and resolve common SaaS issues, including authentication (SAML/SSO/etc), browser behavior, user access, and workflow troubleshooting. * Serve as the dedicated point of escalation for urgent customer issues or tickets pertaining to specified products, demonstrating a mastery of de-escalation and resolution. * Autonomously identify opportunities for and lead customer calls to accelerate complex case resolution. * Act as a key liaison between the product team and our customers, partnering with internal teams to escalate bugs, share customer feedback, and contribute to knowledge content. * Raise case trends with supporting data and propose product or process improvements to Lead/Manager to proactively influence business outcomes. * Proactively provide moderate mentoring to more junior team members to elevate the team's overall capability and knowledge. * Own small projects as needed and contribute to the improvement of team-wide processes, documentation, or tools. You will also support internal ad-hoc projects that support broader business priorities and team enhancements. * Meet team standards for important metrics such as assignment to resolution times and customer satisfaction score. About you * 3-6 years of experience in a customer-facing technical support role in a SaaS or tech environment; live channel experience (video, phone) preferred. * Empathetic, curious, and committed to helping customers feel heard and supported. * Strong critical thinking and problem solving skills with the ability to break down complex topics into clear, actionable steps; strong technical aptitude. * Demonstrate strong communication skills—your written and verbal English and German communication is excellent, proactive, and transparent, effectively communicating complex information across all organizational levels. * Experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems. * Familiar with AI tools or prompt-based interfaces, and excited about using technology to enhance support. * Experienced in and comfortable with operating in ambiguous environments, providing consultative support to customers. * Willingness and desire to learn and adopt new skills—both technical and non-technical—in order to craft and deliver the best solutions. * Proficiency with Asana (or other work management platforms) and experience in technical support, especially API & integrations and workflow troubleshooting a plus.   WHAT WE’LL OFFER Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit. For this role, the estimated base salary range is between €57,000-63,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. We strive to provide equitable and competitive benefits packages that support our employees worldwide and include: * Mental health, wellness & fitness benefits * Career coaching & support * Inclusive family building benefits * Long-term savings or retirement plans * In-office culinary options to cater to your dietary preferences #LI-Hybrid About us Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong. Join Asana’s Talent Network to stay up to date on job opportunities and life at Asana.