Senior Product Support Specialist

Senior Product Support Specialist Join Pigment: Transforming Business Planning and Performance with AI Founded in 2019, Pigment stands out as one of the fastest-growing SaaS companies globally, redefining business planning and performance with our AI‑powered platform. We empower organizations across diverse industries, including Consumer Packaged Goods, Retail, and Technology, to seamlessly integrate data, people, and processes, enabling them to plan and adapt rapidly. With a vibrant team of over 500 professionals across North America and Europe, and offices in New York, Toronto, London, Paris, and the Bay Area, Pigment has successfully secured nearly $400 million in funding from leading global venture capitalists. Our recognition as a Visionary in the 2024 Gartner® Magic Quadrant™ for Financial Planning Software underscores our commitment to excellence, as we proudly partner with industry leaders like Unilever, Vinci, Kayak, Siemens, and Coca‑Cola. At Pigment, we champion smart risks, celebrate bold ideas, and challenge the status quo—all as a united team. Every team member has the opportunity to make a significant impact and tackle ambitious challenges. Together, we pursue excellence with a collaborative spirit, continuously raising the bar to ensure strong performance and a proactive approach while fostering an environment of humility. 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 will be a true product expert who’s technically savvy to conduct investigations and an essential resource for your colleagues and customers. You will have a good technical understanding of our infrastructure and give recommendations on ensuring customers have the best platform experience. You will act as a player‑coach to junior team members, guiding them on complex cases. You will own Support tickets from creation to closure. You will replicate and escalate bugs to Engineering/R&D Team. You will collaborate with Product Managers on feature requests, advocating for our customers and partners. You will lead on improving our processes and product, such as by transmitting customer feedback and suggesting efficiency improvements. Following your probation, this position will require you to work one week of on‑call coverage of P1 tickets per month, with additional compensation for the days covered, rotated between the team. Who You Are You have 4+ years of 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 to a professional proficiency. Helpful Knowing a thing or two about spreadsheets or business planning is beneficial. You don’t have to be a developer but having experience 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 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. Champion our Customers: We lead with empathy, solve what matters, and deliver clarity in a complex world to make our Customers heroes in their organizations. Team Values We have fun while being serious – This means that while being focused and dedicated to a task, we can still enjoy the process and have a good time. We Support each other as much as we support our customers – This means that we prioritize not only providing excellent customer service, but also supporting each other as team members. We want to create a work environment where everyone feels valued and appreciated. We aren’t blockers – This means that we actively seek to remove any obstacles that may hinder progress. We are always looking for ways to streamline processes and improve efficiency. We are whole selves – This means that we bring our whole selves to work, including our unique backgrounds, experiences, and perspectives. We value diversity and believe that it makes our team stronger. We are efficient through creativity – This means that we are always looking for innovative solutions to problems. We believe that creativity leads to efficiency, and we encourage everyone on the team to think outside the box. We are hiring to fill an immediate opening for this position. This recruitment process may involve the use of an artificial intelligence (AI) tool to assist with note‑taking during interviews. The AI tool does not assess or evaluate candidates. We conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate. This may include verification of employment history, education, and, where legally permitted, criminal records. Any checks will be conducted lawfully, with candidate consent, and information will be treated confidentially. 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Seniority level: Not Applicable. Employment type: Full‑time. Job function: Other. Industries: Software Development. #J-18808-Ljbffr