Tech Support Specialist (Web)

About Abacum Abacum is the leading Business Planning solution for finance teams to drive performance. By automating reporting, enabling collaboration, and simplifying planning and forecasting, we help finance teams shift from number crunching to driving strategic decisions. Founded in 2020 by two former CFOs, we’ve grown into a global team of 100+ people across 30+ nationalities. Headquartered in New York, we have offices in Toronto and Barcelona. We’re trusted by industry leaders such as Dish Networks, Strava, BetterUp, Kajabi, JG Wentworth, Abridge, Cortex, and hundreds more. We have raised over $100m, closing in June 2025 our $60M Series B, led by Scale Venture Partners, with the strong participation of Cathay Innovation, Y Combinator, Atomico, Creandum, and angel operators from Adyen, Zapier, and Twitch. Our mission is ambitious and we can’t do it alone - join Abacum as we build the future of Business Planning! Role Overview As a Product Support Specialist, you will act as a trusted advisor to our customers, helping them unlock the full potential of our FP&A platform while supporting their financial digital transformation. You will combine technical expertise, financial knowledge, and strong communication skills to resolve complex issues and continuously improve the customer experience. What You’ll Do Customer Support & Advisory - Serve as the primary point of contact for customers, guiding them in maximizing the value of our platform. - Provide high-quality support via email and live calls, ensuring timely and effective issue resolution. - Deliver user guidance and training on best practices, new features, and troubleshooting processes. - Support customers across different industries, understanding their unique financial strategies and transformation journeys. Technical Problem Solving - Diagnose complex technical and data-related issues within our FP&A software. - Analyze financial models and datasets to identify root causes and propose solutions. - Manage and prioritize support tickets to ensure responsiveness and customer satisfaction. Cross-Functional Collaboration - Partner closely with Engineering to investigate and resolve software bugs. - Collaborate with Product to share feedback and contribute to continuous product improvement. - Work alongside global team members to support an international customer base. What We’re Looking For Experience - 2+ years of experience in: - Technical support (preferably in SaaS), and/or - Application support roles, and/or - FP&A, financial modeling, or related finance roles (typically with an academic background in Economics, Business, Finance, Accounting, or related fields). Skills & Competencies - Strong analytical and problem-solving skills. - Strong proficiency in Excel — proficiency in BI tools is a huge bonus - Excellent written and verbal communication skills in English and Spanish. - Ability to explain complex technical and financial concepts clearly. - Empathetic, patient, and customer-focused mindset. - Comfortable working in a fast-paced, global environment as part of an international team. Benefits - Competitive compensation including equity package - Competitive vacation policy - Medical Insurance - L&D budget - Access to Meditopia (wellbeing platform) - Language courses (English / Spanish) Our Values Customer Obsession: We share the understanding that Abacum's sole purpose is to create value for customers and relentlessly deploy all creativity and energy to that end. Audacious Ambition: We dream big and embrace discomfort. We assume risks, make on-time mistakes and learn how to methodically accomplish our goals. Good People: We are self-reflective and praise diversity of thought. We don't justify the end with the means and know where to draw the line. We have fun every day. Tough Love: We truly care for everyone in the team and embrace honest feedback and radical candor as ways to genuinely help each other. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.