Technical Customer Support

What is Spade? Financial institutions process billions of transactions every day across cards, ACH, wires, and third party aggregators. But most of that data is difficult to use. Descriptions are inconsistent, merchant names don't match, and categories vary by payment type. Spade is a data and AI platform that turns messy transaction strings into structured, verified records — and gives teams the tools to act on it across authorization, attribution, analytics, and AI initiatives. Spade leads the market in terms of merchant coverage, matching accuracy, geolocation data, and speed of transaction enrichment. Customers such as FIS, Bilt, Mercury, and Stripe, alongside many other leaders in fintech and financial services, trust Spade's data to power personalized rewards programs, accurate spending rules, precise analytics, and innovative AI-powered features. Spade is a fast growing, Series B company backed by industry experts and top tier investors (including Oak HC/FT, a16z, Flourish Ventures, Y-Combinator, and Gradient Ventures). We're a lean and execution-oriented hybrid team, passionate about building exceptional products for our growing customer base. We care deeply about diversity of background, experience, and opinion. We value empathy, curiosity, and passion, and strive to create an environment where individuals have autonomy and the ability to take ownership over their work. What will you be doing? As our technical product support specialist, you’ll be the first line of defense for customer technical issues and the bridge between customers and internal teams. You'll troubleshoot problems, build solutions using our internal tools, and surface insights that drive product improvements. You will: Serve as first line of technical support for customers, triaging and resolving tickets while escalating complex issues to Engineering and Data teams as needed Create and refine product rules to address customer issues and drive incremental improvements, working both independently and with contractor resources Monitor product performance using Hex, SQL, and internal dashboards, identifying trends and surfacing insights to Data, Product, and Engineering teams for larger improvements Document troubleshooting processes and resolutions to build institutional knowledge What experience, skills, and qualifications are necessary? 2+ years in a technical customer support or customer facing operations role, supporting a technical product Strong customer service orientation with excellent written and verbal communication skills Ability to triage, prioritize, and solve technical problems independently Familiarity with SQL concepts, Excel/Sheets, and data analysis Detail-oriented, process-driven approach with eagerness to improve systems and workflows Based in NYC Nice to Have: Experience working in high growth startups Familiarity with BI tools like Hex, Looker, Tableau, etc Familiarity with ticketing systems (we use Pylon) Why join Spade? Be a cultural founder. As an early employee, you’ll play a meaningful role in defining and building our culture. Get in on the ground floor. We’re a small but well-funded team – joining now comes with limited risk and unlimited upside. Build the next generation of financial infrastructure. Our products will power the next wave of innovation in fintech, helping our customers deliver better, more transparent products and services to the consumer. Benefits include: Competitive compensation and equity package Full medical, dental, and vision benefits for US-based employees Life & short-term disability insurance Unlimited PTO Early exercise program Extended post-termination exercise period 401K for retirement planning Hybrid team, with pet-friendly headquarters in NYC Paid parental leave Work from home stipend Diversity & Inclusion at Spade: Spade is an equal opportunity employer, committed to building a culture that is diverse, equitable, and inclusive. We believe that having people with different backgrounds, exper