Product Support Specialist

At Ledgy, we’re on a mission to make Europe a powerhouse of entrepreneurship by building a modern, tech-driven equity management and financial reporting platform for private and public companies. In 2026, we aim to be the leading provider for European IPOs and reporting for share-based payments. We are a value-based company with a core focus on being humble, transparent, ambitious and impactful, all in order to delivery the best experience for our customers and end users.

We are proud to partner with some of the world’s leading investors. New Enterprise Associates led our $22m Series B round in 2022, with Philip Chopin joining Sequoia’s Luciana Lixandru on our board.

We were founded in Switzerland in 2017 and today we operate globally from offices in Zurich and London. We encourage diversity and are an international team coming from 26 different countries and speaking 25 different languages.

About the role

This role sits at the intersection of our customers, our product, and our engineering team. You're the person customers and internal teams turn to when issues get complex and will own investigations end-to-end and drive them through to resolution. You'll develop deep product expertise, reproduce bugs with precision, and serve as the technical bridge between our customers and product team. We work with AI-powered tools and workflows across our support function, and you'll play an active role in keeping them running well.

What you'll be doing

Months 1–2: Ramp up and begin to take ownership

Get up to speed on equity management concepts, Ledgy's product, and our internal tooling with guidance from our Support Lead

Shadow CSMs on customer calls to gain context on customer needs, pain points, and use cases

Shadow support specialists on escalated cases and engineering handoffs to understand how we triage and investigate issues end-to-end

Familiarise yourself with our AI support infrastructure and knowledge base, learning how each component is maintained

Begin handling support cases independently, focusing on issue reproduction and structured documentation of customer-reported bugs

Months 3–6: Build technical depth and develop best practices in customer contact

Take full ownership of support cases across multiple channels, from initial triage through to resolution or engineering handoff

Reproduce and document customer-reported issues with precision, producing bug reports engineers can act on

Support the Customer Success team with product queries, learning best practices in customer engagement

Help maintain and improve our AI support workflows, ensuring automations are running effectively and flagging issues when they arise

Manage and improve our knowledge base, creating support articles and documentation

Support integration troubleshooting across our key connectors, gaining hands-on configuration and debugging experience

Months 6–12: your impact

Become the go-to product expert, acting as the technical bridge between customer-facing teams and engineering

Actively maintain and contribute to our AI support workflows

Identify patterns across support data and translate them into product feedback and process improvements

Take ownership of special projects that help scale our support function as Ledgy grows

Deepen your ability to diagnose and scope complex product issues, leveraging the tools available to investigate root causes

What we're looking for

2–4 years of experience in technical support or customer success in a B2B or B2C SaaS environment

Strong attention to detail and a methodical approach to issue diagnosis. You understand how product functionality connects and can work backwards through the logic to identify root causes

Comfortable reproducing and documenting technical issues with precision, including experience writing bug reports for engineers and surfacing patterns across support data that inform product and engineering decisions

Comfortable working across APIs, integrations, and SaaS infrastructure with a solid technical understanding of how these systems connect

Excellent written and verbal communication with experience translating complex technical issues for non-technical stakeholders

Experience with Intercom or a similar customer support platform

Experience with workflow automation or AI agent tooling (e.g. n8n, Cursor, Claude, or similar)

A fast learner who ramps up quickly

Hybrid work model (minimum 2 days in the office per week)

Nice to have

Familiarity with employee share plans, cap tables, accounting, or financial instruments

Experience in Fintech, HR tech, or a similarly adjacent SaaS environment

Exposure to engineering workflows and tools such as Linear or similar issue tracking platforms

Being part of Ledgy means

Recharge and re-energize with flexible working hours, 25 days of vacation, and up to 40 days of remote work from outside your home country

We make space for your own professional development, with a generous yearly learning & development budget

This role will receive a competitive salary + benefits + equity, including a quarterly performance bonus of up to 20% salary

Join a team that has a track record of promoting internally and rewarding top talent