Technical Support Specialist (Bay Area)

We're on a mission to help every company hit their numbers.

The world has evolved, but business planning has not. Most Finance teams still manage their planning and analysis in spreadsheets, yet the ones who replace them end up going back over 80% of the time. Cube is the first spreadsheet-native FP&A platform to deliver faster planning and performance without changing how teams work.  Cube’s powerful engine connects to existing spreadsheets and source systems, delivering all of the benefits of enterprise-level FP&A with none of the headaches.

To date, Cube has raised over $45M of venture capital from top-tier investors such as Battery Ventures and Mayfield. Together, we’re building a culture that challenges and celebrates everyone with a path to growth. That’s where you come in! We’re happily headquartered in New York City. As we enter our next phase of growth, we believe Cubers are the reason we win.

ABOUT THE ROLE: 

We’re looking for our next Technical Support Specialist to identify and resolve complex customer issues. As Cube’s front line of technical support, we work with FP&A professionals from all industries to help them solve problems and meet deadlines.  

WHY YOU SHOULD JOIN OUR SUPPORT TEAM: 

On the team, you’ll own communication, analysis, and documentation of customer support requests. You will also work closely with our Support Engineers to identify bugs and escalate product issues. We want you to collaborate with team members across the organization to foster an environment of continuous learning and improvement. It’s important you can identify gaps in our Knowledge Base content and help in the creation of updated content. You’ll drive product improvement by working cross-functionally with Product and Engineering teams to address common customer pain points.

HOW YOU’LL ONBOARD: 

• After your first 30 days, you will… 

  • Have finished Cube product training and basic FP&A training

  • Understand the basic concepts of troubleshooting Cube issues

  • Have worked directly with FP&A professionals on Technical Support inquiries, including CFOs from a variety of companies 

• After 60 days, you will…

  • Have handled Technical Support Emails and Live Chats, working closely with Support resources as needed

  • Have assisted with a full Cube Implementation in order to understand the customer onboarding process better

  • Have contributed to both internal and external Knowledge Base improvements

• After 90 days, you will…

  • Be an expert in common troubleshooting techniques for the Cube product

  • Act as a technical resource for other teams in the Customer Success organization 

  • Collaborate with your team members to find solutions for complex customer pain points 

  • Be available for on-call weekend support

  • Have the ability to respond promptly to after-hours incidents or emergencies during the assigned on-call periods

  • Display effective communication and collaboration with other team members during on-call shifts

WHAT YOU’VE ACCOMPLISHED… SO FAR: 

• You are known for superb technical support experience - You’ve worked with countless customers in their environment to help solve a variety of technical roadblocks.

• You embody a Customer Service mindset - You’re empathetic to customer issues and understand the need to do what’s necessary to help customers be successful.

• You’ve achieved advanced experience with Microsoft Excel - You’ve used Excel for more than just “Sum” and “Average”; you know how to analyze data in a spreadsheet thoroughly.

• You’ve demonstrated outstanding analytical and problem-solving expertise - You think outside the box and use all resources available to you, both internal and external when faced with a new problem.

• You thrive in a high-volume Technical Support team - You work well under pressure and are capable of multi-tasking to meet customer demands and expectations.

COMPENSATION RANGE FOR US-BASED ROLE:

The base salary range for this role is $67,200-$83,081

Important considerations when reviewing our ranges:

We use a wide variety of market data points to come up with a thoughtful and comprehensive compensation package. Our team considers the following:

• Your past achievements and scope of ownership/influence that you expressed in your interview process.

• The stage of our company. We’re early in the growth of our organization, and we place a heavy earnings potential on our equity. 

• Your current location. The fact is, it costs more for the basics in some places than others, and we adjust accordingly for that.

• These ranges are posted for US employees only. 

• Only base salaries are posted. For commission-based roles, please inquire with your recruiter during your first call.

Why you’ll love it here:

Cube promotes work-life balance by placing value on ownership over hours. We make iterative process changes based on real and measurable metrics. We encourage a culture of clear and effective communication through honest feedback, detailed documentation, and supportive mentorship.

Cube is an equal opportunity employer. Diversity is what drives our success – it’s at the core of how we hire, communicate, and work. 

Our Company Values:

• Nimble - Our flexibility is an asset. It means we’re always learning, staying receptive to feedback, and making changes quickly. We learn from our customers just like they learn from us.

• Simple - We’re thoughtful and make decisions that favor quality over quantity. Focus is our focus. To quote Einstein, “If you can't explain it simply you don't understand it well enough." Simplicity is also synonymous with clarity in our context—there are many things we could focus on, but prioritizing and communicating clearly will make a huge impact on us.

• Joyful - Our product elevates people in unsung roles--as a company, we want to create joyful experiences for our customers, teammates, candidates, and community, by creating connections and taking time to celebrate the impact we make.

• Human - We’re a group of humans building products for humans. The way we operate, communicate, and collaborate is thoughtful and empathetic.

• Impactful- We're not satisfied with doing what's expected. We strive to go above and beyond, taking the lead to make a meaningful difference for our customers.

As a Cuber, you’ll have access to…

• We celebrate Flex Days! We have days built in throughout the year when everyone at Cube takes off to recharge and enjoy a long weekend.

• Our flexible paid vacation & sick/mental health time guidelines help you get the time/space you need.

• We provide medical, vision, and dental insurance options with a nationally recognized provider, including FSA/HSA options, and OneMedical membership.

• You’ll be a part of an earlier-stage, high-growth company where all teammates have an opportunity to learn and grow.

• We encourage participation in Employee Resource Groups such as our Gender Equity Group and more. You are welcome at our table!

• We take time to celebrate our accomplishments–it’s all too easy to forget this when you’re moving fast. We slow down & reflect on our achievements and share those in Slack!

• We offer equity in the form of incentive stock options to all employees of Cube, as we want you to be connected to the success of the company. 

• We offer a 401(k) program for our US employees–you can start contributing immediately! We've partnered with one of the top 401k firms for companies our size. In fact, they're a customer!

• You’ll be joining an experienced team of tech startup leaders, who are eager to work with you and provide support and mentorship!

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