Technical Customer Support Manager

<h3><strong>Who You Are</strong></h3> <p>You enjoy solving complex problems and digging into technical details. You thrive in an early-stage environment where you can build processes, not just follow them. You value customer empathy as much as technical skill.&nbsp; You are innately curious and highly self-motivated. You have leadership potential and want to grow into a lead role.</p> <p>This is a hands-on role suited for someone who loves technical troubleshooting, working directly with customers, and collaborating with internal stakeholders. As our first dedicated technical support hire, you will help shape how Quantifind scales support operations.</p> <h3><strong>Who We Are</strong></h3> <p>Quantifind helps some of the world’s biggest banks catch money laundering and fraud. Quantifind also works with government agencies to use the same platform to uncover criminal networks and combat money laundering committed by internationally sanctioned entities. Unlike other players in this space, Quantifind delivers results as software-as-a-service (SaaS) with consumer-grade user experiences.</p> <p>Quantifind is a data science technology company whose AI platform uncovers signals of risk across disparate and unstructured text sources. In intelligence analysis, Quantifind’s solution uniquely combines high resolution entity relationship data with public domain data to assess risk in the context of investigations, bad actor discovery, and corrupted supply chains. Legacy approaches to solving these problems demand increasingly more human resources and still yield lower quality results as the operations expand; Quantifind’s solution offers a way to cut through the inefficiency and enhance effectiveness simultaneously.&nbsp;&nbsp;</p> <p>To help you succeed, we provide a supportive environment that fosters collaboration between teams and team members, where learning and professional growth are considered a key part of your success, and of ours. We offer a flexible work environment with a family friendly work-life balance.</p> <h3><strong>What a Great Candidate Looks Like:</strong></h3> <ul> <li>3+ years in customer-facing technical support, implementation, or similar role in SaaS, fintech, regtech, or enterprise software</li> <li>Strong troubleshooting and analytical skills</li> <li>Experience working with REST APIs, logs, debugging tools, or SQL</li> <li>Familiarity with ticketing systems (e.g., Jira, Zendesk) and documentation tools</li> <li>Ability to communicate clearly with both technical and non-technical audiences\</li> <li>Self-starter comfortable working in a fast-paced, high-growth environment<br><br></li> </ul> <h4><strong>Preferred Qualifications:</strong></h4> <ul> <li>Experience in AML/KYC, financial crime, or risk platforms</li> <li>Prior exposure to SaaS QA or testing frameworks</li> <li>Experience working directly with engineering teams</li> </ul> <h3><strong>The Opportunity We Offer</strong></h3> <p>Quantifind is seeking to fill a Technical Customer Support Manager role on our Customer Success team. As our first dedicated technical support hire, you will be a key force in ensuring client satisfaction across large, complex financial institutions and will help shape how Quantifind scales support operations.</p> <p>In this role, you will investigate and resolve customer issues, develop deep product expertise, participate in release validation, and manage the support ticket lifecycle from initial triage to resolution. You will serve as a vital bridge between our customers and internal Product, Engineering, and Customer Success teams to ensure we deliver high-quality solutions.</p> <h4><strong>Key Responsibilities:</strong></h4> <p><strong>Customer Support &amp; Issue Resolution</strong></p> <ul> <li>Serve as the primary technical contact for customer-reported issues</li> <li>Troubleshoot API, UI, platform, and data-related issues across customer environments</li> <li>Own support tickets from intake to resolution, ensuring timely follow-up and status tracking</li> <li>Escalate critical or complex issues to engineering with clear technical details and reproducible cases</li> </ul> <p><strong>Product &amp; Engineering Collaboration</strong></p> <ul> <li>Work closely with Product and Engineering teams to understand upcoming releases and new features</li> <li>Perform regression testing and release validation prior to production deployments</li> <li>Collect and relay recurring patterns, feature requests, and product feedback</li> <li>Contribute to internal QA efforts when needed</li> </ul> <p><strong>Tools &amp; Documentation</strong></p> <ul> <li>Log, categorize, and track support issues via Jira and customer support tools</li> <li>Develop and maintain support knowledge base, internal runbooks, and troubleshooting guides</li> <li>Help define and improve support workflows, SLAs, escalation paths, and reporting</li> <li>Contribute to onboarding and mentoring future support team hires</li> </ul> <p>Quantifind operates an informal hybrid schedule around hubs in Palo Alto, California, Washington D.C., New York, NY, Atlanta, GA and Boston, Massachusetts. Flexible work schedules will continue to be the norm going forward, but in-person touchpoints are expected to become more frequent.</p> <p>The base salary range for this full-time position is $100,000 to $130,000. Our salary ranges are determined by role, level, and location, and the range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location, role-related knowledge and skills, depth of experience, relevant education or training, and additional role-related considerations.</p> <p><strong>A highlight of our benefits:</strong></p> <ul> <li>Competitive salary</li> <li>Company Equity</li> <li>Exceptional benefits package</li> <li>Flexible Vacation &amp; Paid Time Off</li> <li>Employer-matched 401(k) plan</li> <li>A fun environment where work-life balance is valued</li> </ul> <p>We are an equal opportunity employer; we have a fun place to work and a devotion to succeeding together.&nbsp;&nbsp;</p> <p>Will you join us? Apply now!</p>