Sr. Support Specialist

Sr. Support Specialist

This is an exceptional opportunity to join a privately held, fast-paced Software as a Service (SaaS) national company based in Silicon Valley. Naehas is changing the world of data-driven customer experience. We deliver personalized products, pricing, offers, disclosures, and customer communications to market faster and more efficiently while reducing risk. We're working with some of the largest financial services customers in the world--including four of the top 10 banks--and we’re growing.

Our people and culture are our top priorities. We value the contributions our employees make and work hard to ensure their voices are heard and accomplishments are recognized. 

POSITION OVERVIEW

Naehas is seeking to hire a dynamic Sr. Support Specialist who will provide basic technical support and assistance to customers via e-mail and web conference. They will provide customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction..  Our ideal candidate can work effectively with stakeholders to analyze a customer's service needs and coordinate with other service or technical departments to deliver an appropriate solution. They must develop and maintain a deep understanding of the Naehas Platform and services offered to resolve more complex inquiries, all performed to resolution with a keen eye for details.

THE OPPORTUNITY

This is an incredible opportunity to work with Naehas’ largest and most strategic customers at respected and well-known brands. You will be part of a team that acts as advocates for our customers by understanding their business challenges and collaborating with empathy to deliver a high-quality customer experience.  This position may work with a broad group of our customers, and requires great organization and prioritization skills while consistently focusing on revenue generating activities.

THE SKILL SET

• SaaS Product Expertise – Deep understanding of cloud-based software, APIs, and integrations commonly used in financial services.
• Financial Services Knowledge – Familiarity with banking, lending, compliance (e.g., KYC, AML), and financial regulations.
• Technical Troubleshooting – Ability to diagnose, debug, and resolve complex software issues. Basic knowledge of SQL, APIs, and ticketing systems (Zendesk, Salesforce, Jira) is a plus.
• Customer-Centric Mindset – Strong problem-solving skills with a focus on client success and retention.
• Process Improvement – Experience in optimizing support workflows, documentation, and self-service resources.
• Communication Skills – Ability to translate complex technical concepts into easy-to-understand terms for clients and internal teams.
• Proactive & Analytical – Always looking for ways to improve the customer experience.
• Empathetic & Patient – Understands the high-stakes nature of financial services.
• Adaptable & Fast Learner – Comfortable in a fast-paced SaaS environment.
• Detail-Oriented & Compliance-Aware – Recognizes the importance of security and regulations in fintech.

EXPERIENCE REQUIRED

• 5+ years in SaaS customer support, preferably in a B2B environment.
• Experience supporting financial institutions, fintech, or banking software.
• Proven ability to manage escalations and work cross-functionally with product and engineering teams.
• Strong background in using CRM and support ticketing systems.

We believe the best way to understand our organization and culture is through our values:

• Reality - Acknowledge it early and be comfortable sharing it with the team
• Ownership - Be self-aware and personally accountable
• Courage - Put in best effort even under trying circumstances
• Trust - Respect team members - prove each other right
• Curiosity - Intense desire to explore and understand new solutions
• Flexibility - Flexibility and innovation are more important than efficiency
• Integrity - Our reputation is more important than making money 

If these values resonate with you then we look forward to meeting you.

Naehas Offerings:

• Competitive compensation
• A full suite of benefits, including health, vision, dental, and retirement
• A casual workplace that appreciates and respects each employee's ideas
• The agility of a growing and profitable start-up environment
• Flexible work arrangements