Product Support Specialist

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