FinTech Client #1 | Customer Support Engineer

FinTech Client #1 | Customer Support Engineer
Company: SD Solutions
Location: Tbilisi, GE
Type: FULL_TIME

On behalf of FinTech Client #1, SD Solutions is looking for a talented Customer Support Engineer to step onto a fintech unicorn rocketship!

SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.

Responsibilities:

• Deliver world-class support to customers and ensure their success post-sales
• Provide specialized support on technical and product issues, including managing customer escalations
• Lead and coordinate cross-functional efforts to resolve complex customer issues, collaborating with Customer Success, Product, and Engineering teams
• Act as a customer advocate by surfacing product feedback to internal stakeholders to help shape the product roadmap
• Create and contribute to knowledge base articles to support team scalability and self-service

Requirements:

• 2+ years of hands-on technical support experience at a SaaS company, with a focus on delivering support through email, live chat, and phone
• Proven experience managing multiple tickets simultaneously while maintaining high service quality (CSAT)
• AI-forward mindset with experience leveraging AI tools to improve support efficiency and workflows
• Experience in troubleshooting integration, data sync, and application-related issues
• Strong communication skills — written, verbal, and active listening
• Detail-oriented, well-organized, and able to prioritize in a fast-paced environment
• Growth mindset with a passion for continuous learning
• Strong creative thinking and problem-solving skills
• Experience with ticketing systems such as Zendesk or similar platforms

Working hours:

• Mon-Fri 12-9 pm Georgian time with a flexibility to work in Midshift, starting between 11 - 2 pm.

Advantages:

• Experience with NetSuite, QuickBooks, or other ERP systems; knowledge of accounting
• Experience with payment systems and/or working at a Fintech company
• Familiarity with HTML, API calls, or basic scripting

About the company:

A well-funded fintech unicorn operating a cloud-based global payables automation platform. Enterprises use it to streamline supplier payments, mass payouts, and AP operations across international markets — replacing manual finance processes with automated, audit-ready workflows.

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