Support Specialist - Hummingbird

Hummingbird is a remote-first, fully distributed team united by the shared mission of helping fight financial crime. Since our launch in 2017, we’ve helped major financial institutions and tech-savvy trailblazers alike (e.g. Plaid, Raymond James, Crypto.com) orchestrate their compliance programs through our thoughtfully designed, intuitive, AI-powered compliance tools. We believe finding and stopping financial crime is a problem rooted in code, language, and design, so we built the product that the heroes doing this work deserve.

We are customer-obsessed, and we love building and shipping great products. We set a high bar, challenge our assumptions, seek diverse opinions, and support each other to do our best work.

We do our best to write inclusive, descriptive, and accurate job descriptions. If you’re interested in the role, we’d love to hear from you even if you don’t feel like you meet everything we’re looking for.

About the Role

We are looking for a Support Specialist who will be at the forefront of helping our customers fight financial crime. In this position, you’ll handle a wide range of technical and functional inquiries, from providing expert-level support to users navigating our SaaS platform, to understanding specific filing requirements for regulatory compliance, to troubleshooting complex API integration issues. You will become deeply familiar with our platform, helping our customers leverage the full range of our product features to fight financial crime more effectively.

What You'll Do

• Field and resolve support inquiries, ranging from general product usage questions to technical API integration troubleshooting.
• Own communication with customers, keeping them informed while working closely with TSEs, engineering, and other internal teams to resolve issues promptly.
• Expand your technical skills by deepening your expertise in areas like APIs, SQL, and integration tools to provide advanced support.
• Enhance support processes from ticket creation through escalation and resolution, ensuring a seamless experience for customers.
• Contribute to meaningful work by assisting customers in their efforts to fight financial crime.
• Drive efficiency in support processes by leveraging modern technologies such as AI.

What We're Looking For

• Strong technical troubleshooting skills with experience diagnosing, reproducing, and escalating bugs. Experience with APIs, SQL, and coding languages or iPaaS solutions (e.g., Workato) is a plus.
• Problem-solving mentality with a drive to own customer issues from start to finish.
• Ability to learn and adapt quickly in a fast-evolving environment with new tools and workflows.
• Collaborative communicator who enjoys cross-functional work with engineering, product, and customer success teams.
• Professional and articulate communication, with a talent for building rapport and delivering quality customer service.
• East Coast working hours availability to support international customers.

Benefits & Perks

• Foundational impact: Help build from the ground up and shape the future of Hummingbird.
• Competitive compensation: Includes cash base pay and equity.
• Remote-first culture: Fully distributed team based in the US with flexible working hours.
• Health coverage: Comprehensive health, vision, and dental benefits.
• Retirement savings: 401(k) plan.
• Inclusive environment: Safe, respectful, and comfortable work environment with leadership prioritizing diversity, equity, inclusion, and belonging.