{"id":1231816,"url":"https://alion.io/job/aiwyn-customer-support-specialist","title":"Customer Support Specialist","company":{"id":1873150,"name":"Aiwyn","domain":"aiwyn.ai","url":"https://alion.io/company/aiwyn","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":69000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1202},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"DNS","optional":false},{"name":"Outlook","optional":false},{"name":"SQL","optional":false},{"name":"YouTube","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-09-02T15:15:40Z","employer_posted_date":"2026-09-02","last_verified_at":"2026-10-25T01:11:48Z","board_verified":true,"closed_at":null,"days_open":52,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":52},"description":"Who is Aiwyn and what do we do?\nAiwyn is the first complete platform for modern accounting firms. Backed by top-tier investors like Bessemer, KKR, and Revolution, we build category-defining technology-and we’re doing it with world-class people, processes, and products.\nTo learn more, visit our website\nThis role:\nAs part of our Customer Support team, you’ll provide front-line product support to users, troubleshoot software issues, and ensure customer satisfaction by resolving technical problems efficiently. You’ll develop a deep understanding of the company's software products to guide users, offer product training, and escalate complex issues to the engineering team when necessary. Working within our three-tiered support structure, you’ll work closely with other support teammates, customer implementations and success, and software developers in order to drive positive outcomes for our customers.\nHow We Investigate Issues:\nInvestigations often require deep technical analysis across multiple systems, including database queries, user session replays, and network-level logs. The role involves tracing data from source systems through integrations into Aiwyn’s platform, analyzing transaction flows, and diagnosing issues related to DNS, mail servers, and third-party integrations such as practice management systems, SafeSend, and Outlook.\nKey Responsibilities:\nProvide expert technical support to customers via support ticket, live chat, and phone, troubleshooting software issues and ensuring a seamless user experience.\n\nAssist in the setup, configuration, and optimization of our software for new and existing customers.\n\nCollaborate closely with our development and product teams to identify, report, and resolve software bugs or feature requests.\n\nOffer training and guidance to customers on best practices for using our software, via email, chat and virtual meetings.\n\nManage and prioritize support tickets, ensuring timely and accurate resolutions.\n\nContribute to the development of support documentation, FAQs, and knowledge base articles.\n\nQualifications:\n1-2 years of experience in a technical support, customer support, or technical-adjacent role or completion of a technical bootcamp or equivalent training\n\nExcellent problem-solving skills with a proactive approach to troubleshooting.\n\nStrong communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.\n\nAbility to adapt quickly and manage multiple tasks in a fast-paced, evolving environment.\n\nExperience with structured query language (SQL)\n\nStrong process-oriented mindset with a focus on continuous improvement and operational efficiency\n\nAppreciation for data integrity, with a commitment to maintaining clean, accurate, and well-documented records by following established processes\n\nPreferred experience:\nFamiliarity with SaaS platforms and cloud-based software solutions.\n\nExperience with customer relationship management (CRM) systems including Zendesk and JIRA.\n\nStrong understanding of accounting principles and experience with accounting or accounts receivable software.\n\nBenefits and Perks:\nThe big-picture value proposition of this role is simple: join us, and you'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast growing SaaS startup led by an experienced and successful co-founding team with industry experience.\n\nOther benefits include:\nAdventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls.\n\nRemote, work-from-anywhere culture\n\nFlexible PTO\n\nWorld Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support.\n\nStock options - every Full Time Employee has ownership in Aiwyn's future and success.\n\n401(k) matching\n\nOur Values:\nRelentless by Design\n\nOwners not Renters\n\nTrust at the Core\n\nLearn more about Aiwyn:\nAbout us\n\nYouTube page\n\nAiwyn is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.\nCandidate information will be treated in accordance with our CCPA privacy notice which can be found here: https://www.aiwyn.ai/ccpa","description_format":"text","description_chars":4772,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Home office","Stock options"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Accounting & Tax Software"],"lifecycle":[{"event":"open","at":"2026-09-25T15:10:13Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.746,"p_room":0.72,"age_days":51,"expected_fill_days":76,"reasons":["conf:3","win:mid","crowd:junior"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/aiwyn-customer-support-specialist","json_url":"https://alion.io/job/aiwyn-customer-support-specialist.json","meta":{"generated_at":"2026-10-25T03:36:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4785,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1873150},"rest":"https://alion.io/mcp/rest/get_company?id=1873150"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Faiwyn-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Faiwyn-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Faiwyn-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/aiwyn-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faiwyn-customer-support-specialist"}]}