Product Support Specialist - Pigment : Job Details

Our Story So Far:

Since our founding in 2019, Pigment has become one of the fastest-growing SaaS companies in the world today. Our product, a highly efficient Enterprise Performance Management (EPM) platform is helping companies achieve their financial goals by quickly responding to dynamic factors in their respective markets including Tech, Retail, CPG & Financial Services.

In less than 5 years, Pigment has grown to over 400 employees across offices in New York, Toronto, London & Paris and attracted a total of $393M in investment from some of the top Venture Capital firms globally.

We serve companies including Unilever, Deliveroo, Gong and Brex to name a few!

What you'll do

* You will help customers derive value from Pigment by being a product expert and problem solver - be it troubleshooting someone's modeling issues or reproducing a bug they experienced/reported.

* You are a true product expert who's technically savvy to conduct investigations and an essential resource for your colleagues and customers.

* You will own Support tickets from Creation to Closure

* You'll contribute to improving our processes and product, such as by transmitting customer feedback, suggesting efficiency improvements, and so much more.

* You take the initiative and love investigating and solving problems to answer questions. This is not basic customer support.

* You will strive for scale by building templates, processes and documentation, but know when to go the extra mile for the customer's experience.

* You will work 1-week on-call covers of P1 tickets with additional compensation for the days covered, rotated between the team to a maximum of one week per month.

Who you are

* You have experience in one or more of the following: (i) as an application support specialist, (ii) in a technical support role in the SaaS world, (iii) and/or working in a Financial Planning & Analysis (FP&A) or Modeling role.

* You have a can-do attitude: you're hands-on and a go-getter.

* You have excellent written and interpersonal skills.

* You have general technical know-how and an affinity for learning new software. You proactively communicate issues and FYIs so the team stays informed.

* You would describe yourself as independent, empathetic, and accountable.

* You have strong project management skills and ability to deliver on time.

* Comfortable working in a remote, fast-paced environment as part of an international team.

* You speak English and French to a professional proficiency.

* You are able to work from the Paris office at least 3 days a week.

Helpful

* Knowing a thing or two about spreadsheets or business planning is beneficial.

* You don't have to be a developer but having dabbled in HTML, CSS, SQL, APIs or Data Integrations would definitely be a big plus.

* Any financial qualification would be highly desirable (Payroll, Accounting, Financial Risk Management, Pensions etc)

* An additional European language is also great.

What we offer

* Competitive compensation package

* Comprehensive benefits, including medical, dental, & vision insurance coverage for you & your loved ones

* We encourage you to take the time you need. When you work hard, we know you also need to rest, which is why we offer generous time off and parental leave policies

* Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, Toronto, Paris, and London

* High-end equipment (based on stock/availability) to do your work in the best conditions

How we work

* Thrive Together: We can only win as a team. We are all founders and do the right thing for our peers, Pigment customers, partners, and the planet

* Never Settle: We aim to become the best at what we do by delivering with rigor and ambition every day. Delivering means building a passionate Pigment community

* Go for it: We are biased towards action. Every action leads to learning and these learnings get us one step closer to our mission

* Be real, be humble: We are generous with our feedback, open to change our views and we approach it with empathy knowing everyone is trying to do the best for Pigment

Learn more about the Support team

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50,000 - 70,000 a year

Pigment is an equal opportunity employer. We believe diversity is a strength and fosters innovation. We are committed to enabling everyone to feel included and valued at the workplace. All qualified applicants will receive consideration for employment without regard to age, color, family, gender identity, marital status, national origin, physical or mental disability, sex (including pregnancy), sexual orientation, social origin, or any other characteristic protected by applicable laws. We may process your personal data in accordance with our HR Data Protection Notice.