Support Specialist

About the role

We are looking for a Support Specialist to join our fast‑growing AI‑driven fundraising platform. The role will be the primary point of contact for Version2 customers, delivering high‑quality support while helping to build a best‑in‑class support function.

Key responsibilities

• Respond to customer inquiries for Version2, troubleshoot data discrepancies, file‑formatting issues and system behavior questions.
• Collaborate with Customer Success Managers and Operations to ensure smooth handoffs and create actionable Jira tickets for engineering.
• Own and improve support tooling (HelpScout), including workflows, tagging, reporting and automation.
• Develop and maintain knowledge‑base articles and analyze support trends to drive product and process improvements.
• Participate in on‑call coverage during holidays and help define scalable support processes.

Required profile

• 3–5 years of experience in customer or technical support, preferably in a SaaS or tech‑startup environment.
• Strong bias toward white‑glove service with ownership mindset and ability to manage multiple issues simultaneously.
• Experience investigating data issues and understanding relational databases.
• Comfort working with flat files via SFTP and API integrations.

Required skills

• HelpScout (or similar support platform).
• Jira for issue tracking.
• SQL or familiarity with relational database queries.
• SFTP and API integration handling.

What we offer

• Competitive salary and strong benefits in a remote‑first culture.
• Opportunity to shape the customer experience and grow into expanded ownership as the support function scales.
• Mission‑driven environment focused on redefining fundraising through AI.