Location: Fully Remote (ideally in the Americas)Coordination time: US timezone Employment Type: Contract

Tangible is a fast-growing, tech‑driven platform providing liquidity solutions to LPs and GPs in the private‑markets secondaries space. By combining deep sector expertise with modern infrastructure, we unlock liquidity across private equity, private credit, and real assets, transforming the way secondary transactions are executed.

We are looking for a smart, AI‑native Support Engineer who operates at the intersection of product knowledge, client communication, and intelligent problem‑solving. This role focuses on supporting a fintech SaaS platform while leveraging AI tools to improve response quality, efficiency, and internal workflows.

You will work in the US time zone and act as the bridge between clients and the engineering team.

Tasks

Respond to client emails in clear, professional English (AI‑assisted but human‑reviewed)
Use Jira Service Management and Jira Software to log bugs, change requests, and technical clarifications
Develop strong contextual awareness of platform workflows, data flows, and business logic
Identify whether an issue is user error, configuration issue, data problem, or system defect




Execute basic corrective actions when possible (data validation, configuration checks, structured guidance)
Escalate structured, well‑documented tickets to the development team when required
Raise change requests based on recurring client feedback
Detect potential bugs, inconsistencies, or edge cases from client reports

Use AI tools responsibly to enhance communication clarity, documentation quality, and issue analysis

Requirements

Excellent written English (must be comfortable handling professional client communication)
Comfortable working in the US time zone
Strong logical thinking and ability to understand complex workflows
Experience using Jira Service Management and Jira Software
Ability to distinguish between bugs, feature gaps, and configuration errors
Familiarity with SaaS platforms and structured support processes

Comfortable using AI tools to improve productivity and clarity

Big Plus

Background in fintech, finance, or transaction/deal workflows
Experience in SaaS technical support or client‑facing technical roles

Based in the Americas (US time zone overlap preferred)

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📌 Support Engineer - AI-Driven (US Timezone) (Ecatepec de Morelos)
🏢 Tangible Markets
📍 Ecatepec de Morelos