Product Support & Implementation Specialist

About us At Jigsaw, we’re on a mission to transform the way professional services and financial institutions work. We do this by helping our clients organise, visualise and use their data (think Figma or Canva but for the ‘City’). Our clients include the world’s biggest consultancies, leading financial institutions and top law firms. Jigsaw was founded by two seasoned entrepreneurs, Stephen and Travis. This is their second venture together; their first was acquired by a US private equity firm and went on to become a billion-dollar company and a household name in professional service firms across the world. Jigsaw is now on a growth trajectory few Series A companies achieve - putting us in the top quartile SaaS companies globally. Today we proudly serve thousands of users from nearly two hundred businesses worldwide, who love our products and use them everyday. But we’re only getting started! We have ambitious goals and we’re looking for talented people to help us achieve them. Why join us? We're not about the corporate grind; instead, we thrive on creativity, enthusiasm, and a touch of humour to make magic happen. We hire people with high ownership and a bias for action. Then we trust and empower them to do their best work. The Role When a lawyer, accountant or finance team hits a problem with Jigsaw, you're the person who fixes it. When a new client signs, you're the person who gets their data in. About 80% of your time is live support: fast, reactive and varied, with replies measured in minutes. The rest is implementation work and helping the wider team. Please note: This is a remote, US-based role with West Coast hours preferred, as you'll need to overlap with our Sydney-based team each day (2–6pm Pacific Time, depending on the time of year). You'll focus on... - Resolving support queries by email, often moving to a live Teams call, usually with senior people under time pressure - Troubleshooting across the whole stack: browser, network, SSO and Azure, data formats, and our app - Running data implementations: take a client's messy spreadsheets and legacy PowerPoint or PDF charts, use AI tooling to transform and merge them into one master data set in Jigsaw, then break it back out into views that answer real questions. The output has to be accurate and it has to look excellent - Using AI tools every day to transform data, investigate issues and build small tools that save you time - Training users, walking clients through their implementations and, as you grow, joining technical presale calls - Advising Product and Engineering what clients are running into, and showing rather than telling: when a client asks whether something is possible, use AI tools to build a rough working version of the solution, clearly labelled as a prototype YOU'LL PROBABLY LOVE THIS IF... - You're the person people come to when the printer, the Wi-Fi or the spreadsheet breaks, and you like being that person - You've worked in a service job (hospitality, retail, a helpdesk) and found it satisfying to leave someone better off - You've been a support engineer, sales or solutions engineer, implementation consultant, IT consultant or technical account manager, and you want more technical depth with the same human contact - You'd rather solve ten people's problems today than one puzzle this week YOU'LL NEED TO - Prior experience in a technical, client facing role ideally working with a Product for a SaaS company - To be a phenomenal Communicator - you’re clear, concise, and empathetic, creating exceptional experiences for our clients, whether they are external customers or internal teams. - To be a problem-solver, you thrive diving into complex issues, identifying patterns, and finding root causes to resolve problems efficiently. - Technical aptitude, you've built and fixed things, and your capabilities with Excel and data are strong. SQL, Python and scripting are great to have, but not mandatory - To be organised & methodical, you keep calm under pressure and thrive in fast-paced settings managing multiple tasks simultaneously. - A relentless service mindset, you love helping people, anticipating needs and delivering world-class experiences to every user, client or colleague. - A hunger for growth: You want to build a scale-up from the inside and welcome challenges. You want to grow your skillset in new ways. Who should apply? If you thrive in fast-paced environments, love solving problems, and want to work across multiple teams, this role is for you. You’ll gain exposure to both customer-facing work and technical product development, making it an ideal steppingstone for future career growth.