Technical Support Associate, Wealth.com

• If you’re someone who gets energized by digging into a tricky bug, reading logs, and coordinating with engineers to ship a fix — this role was built for you
• 3+ years of experience in technical support, application support, or a customer-facing engineering-adjacent role
• Demonstrated ability to read and interpret logs, and error messages — you don’t need to be handed a solution, you can find one
• Experience working with integrations, webhooks, or third-party platform troubleshooting strongly preferred
• Track record of collaborating directly with Engineering and Product teams on escalations, bug reports, and feature feedback
• Background in financial services, wealthtech, legaltech, or SaaS platforms is a strong plus — estate planning experience is a bonus
• Comfortable operating in a fast-paced startup environment with evolving priorities and limited process documentation
• Strong written and verbal communication skills — you can translate a technical root cause into plain language for a non-technical client
• East Coast-based or fully available to work EST hours
• Familiarity with tools such as Intercom, Salesforce, Datadog, or similar support/observability platforms
• Bachelor’s degree or equivalent years of experience

Desirable

• We’re looking for a technically fluent Support Associate to join our growing support team — specifically to help cover East Coast hours where we have a critical gap in support volume
• This is not a traditional L1 ticket-handling role. Our AI support bot handles the bulk of routine inquiries, which means your time will be spent on the complex, technical, and nuanced issues that require real troubleshooting depth
• You’ll work closely with Product and Engineering, serve as a technical escalation point for the support team, and help drive improvements to our platform through quality feedback loops
• Serve as the technical escalation point for complex client issues — diagnosing, reproducing, and resolving problems that go beyond standard documentation
• Read and interpret application logs, error traces to identify root causes and communicate findings clearly to Engineering
• Triage and manage integration-related issues across third-party platforms and coordinating with Product and Engineering through to resolution
• Partner closely with Engineering and Product teams on bug escalations, feature requests, and platform improvements — acting as the voice of the client internally
• Respond to client support requests via phone, email, and live chat (EST hours) with a high degree of technical accuracy and professionalism
• Investigate and document issues that fall outside existing runbooks, contributing to a growing internal knowledge base and escalation playbooks
• Actively contribute to AI support system improvements — analyzing edge cases, flagging gaps in bot coverage, and helping refine our chatbot’s effectiveness
• Utilize tools including Intercom, Salesforce, and internal dashboards to manage ticket workflows and maintain visibility across open issues