Technical Support Associate
Wealth.com · Remote · Remote, United States ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Technical escalation focus
- East Coast hours (EST)
- Collaborate with Engineering
- AI platform support
- Equity and 401k match
Join the support team at Wealth.com, an AI-driven estate planning platform. This position moves beyond standard ticket handling to address nuanced technical issues, serving as a bridge between clients and the engineering team.
You will diagnose root causes, manage integrations, and improve the AI support bot while working primarily during Eastern Standard Time hours.
What you'll do
- Serve as the technical escalation point for complex client issues
- Read application logs and error traces to identify root causes
- Triage integration issues across third-party platforms
- Partner with Engineering and Product on bug fixes and features
- Respond to support requests via phone, email, and chat
- Document new issues to expand the internal knowledge base
- Analyze edge cases to improve AI support system effectiveness
- Manage ticket workflows using Intercom and Salesforce
What you'll need
- 3+ years in technical or application support roles
- Ability to read and interpret logs and error messages independently
- Experience with integrations, webhooks, or third-party troubleshooting
- Track record of collaborating with Engineering and Product teams
- Strong written and verbal communication skills for technical translation
- Based on the East Coast or fully available for EST hours
- Familiarity with tools like Intercom, Salesforce, or Datadog
- Bachelor’s degree or equivalent practical experience
Nice to have
- Experience with AI-powered support tools or chatbots
- Background in estate planning, legal, or financial SaaS
- Familiarity with SQL or basic scripting for data validation
Stack
- Intercom
- Salesforce
- Datadog
- Carta
How you'll work
- Flexible work environment with remote options
- In-person meetings several times per year
- Must work Eastern Standard Time (EST) hours
- Fast-paced startup setting with evolving priorities
What you get
- Medical, dental, and vision insurance with low premiums
- 100% company-paid life and disability insurance
- 100% paid parental leave upon eligibility
- Company equity managed through Carta
- 401k with match and immediate vesting
- 15-20 days of vacation plus flexible hourly time off
- Paid holidays including birthday
- Free estate planning services