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Hummingbird is a Series B, remote-first compliance technology company helping financial institutions and fintech platforms fight financial crime through AI-powered tools. Since 2017, they've served major clients including Plaid, Raymond James, and Crypto.com.
You will be a Support Specialist handling a broad range of technical and functional customer inquiries. Your responsibilities include:
- Field and resolve support tickets spanning general product usage questions to technical API integration troubleshooting
- Own end-to-end customer communication, coordinating with Technical Support Engineers, engineering, and other internal teams to ensure timely resolution
- Develop technical expertise in APIs, SQL, and related technologies to provide increasingly sophisticated support
- Improve support processes and workflows, from ticket creation through escalation and resolution
- Contribute to the company's mission by helping customers strengthen their financial crime prevention capabilities
- Leverage AI and other technologies to drive efficiency in support operations
You will work east coast hours and support an international customer base.
Requirements:
- Strong technical troubleshooting skills with experience diagnosing, reproducing, and escalating bugs
- Experience with APIs and SQL; familiarity with coding languages, Workato, or other iPaaS solutions is a plus
- Problem-solving mentality with drive to own customer issues from start to finish
- Ability to learn and adapt quickly in a rapidly evolving environment
- Collaborative communicator who works effectively cross-functionally with engineering, product, and customer success teams
- Professional, articulate communication style with talent for building rapport and delivering quality customer service
- Availability to work east coast hours and support international customers
