Support Specialist

Hummingbird is a remote-first, fully distributed team united by the shared mission of helping fight financial crime. Since our launch in 2017, we’ve helped major financial institutions and tech-savvy trailblazers alike (e.g. Plaid, Raymond James, Crypto.com etc.) orchestrate their compliance programs through our thoughtfully designed, intuitive, AI powered compliance tools. We believe finding and stopping financial crime is a problem rooted in code, language and design, so we built the product that the heroes doing this work deserve.

We are customer-obsessed, and we love building and shipping great products. We set a high bar, challenge our assumptions, seek diverse opinions, and support each other to do our best work.

We do our best to write inclusive, descriptive and accurate job descriptions, but we’re not always perfect. If you’re interested in the role, we’d love to hear from you even if you don’t feel like you meet everything we’re looking for. We’re always iterating and improving, and it’s possible that your experience is even more impactful than we could have imagined.

About the Role

We are looking for a Support Specialist, a role that will be at the forefront of helping our customers fight financial crime. In this position, you’ll handle a wide range of technical and functional inquiries, from providing expert level support to users on how to effectively navigate and utilize our SaaS platform, to understanding specific filing requirements for regulatory compliance, to troubleshooting complex API integration issues. You will become deeply familiar with our platform, helping our customers leverage the full range of our product features to fight financial crime more effectively.

What you’re looking to do:

• Field and resolve a wide range of support inquiries, from general product usage questions to more technical support for API integration and troubleshooting.
• Own the communication with customers, keeping them informed and updated while working closely with TSEs, engineering, and other teams to ensure issues are resolved promptly and effectively.
• Expand your technical skills- you're eager to deepen your expertise in areas like APIs, SQL, and more, to provide even more effective and advanced support.
• Enhance support processes - you're looking to own the process, from ticket creation through escalation and resolution, ensuring a seamless experience for customers and improving overall efficiency.
• Contribute to meaningful work by assisting customers in their efforts to fight financial crime, knowing that your role has a direct impact on protecting businesses and communities.
• Drive efficiency of support processes leveraging technology such as AI.

What we’re looking for:

• Strong technical troubleshooting skills, experience diagnosing and reproducing and escalating bugs. Experience with APIs, SQL, and familiarity with coding languages, Workato or other iPaaS solutions is a plus.
• A problem-solving mentality, someone who is motivated to own customer issues from start to finish and finds satisfaction in resolving complex challenges.
• Ability to learn and adapt quickly, thriving in an environment where new tools, technologies, and workflows are constantly evolving.
• A collaborative communicator who enjoys working cross-functionally, engaging with various teams including engineering, product, and customer success to resolve customer issues.
• Professional and articulate, with a talent for building rapport and providing quality customer service, ensuring customers feel heard and supported.
• You work east coast hours and are able to support international customers.

What’s in it for you:

• The chance to help build from the ground up. The hires we’re making now are foundational to our growth as a company, so you will have an opportunity to help shape the future of Hummingbird.
• Competitive compensation including cash and equity.
• Remote-first (US based), fully distributed company with flexible working hours.
• Awesome health, vision & dental benefits, and 401k.
• Safe, respectful & comfortable work environment with colleagues and leadership who prioritize diversity, equity, inclusion and belonging.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please don't hesitate to contact us to request accommodation.