Associate Product Support Analyst

Born from the needs of high-growth, data-driven companies, Mosaic fuels financial planning and business performance. The platform combines big data and machine learning to provide powerful predictive reporting capabilities, leveling the playing field and giving startups tools and insights previously reserved for large enterprises.

Whether it’s better understanding your cash burn, forecasting spend scenarios or uncovering powerful business insights, Mosaic provides greater visibility into the most important dynamics of the business.

Core Responsibilities:

• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
• Work with cross-functional teams, including Product, Engineering, and Customer Success
• Contribute to our internal and external knowledge base and to internal processes
• Use your problem-solving and creativity to derive solutions where needed for users
• Assist customers by guiding them through creative workarounds and solutions
• Investigate a range of issues raised by users
• Actively manage support tickets and provide status updates to customers
• Raise bugs where appropriate
• Primary responsibility is to manage incoming tickets and prioritize accordingly
• Prioritize customer cases within your own queue
• Proactively document investigation details of issues
• Become a product expert in the Mosaic platform and manage and own support requests
• Perform root cause analysis of data and product issues
• Communicate the progress of issues/fixes to technical and non-technical users

Skills & Requirements:

• Analytical and critical creative problem-solving skills with a methodical approach
• Bachelor’s degree; STEM field preferred
• Strong analytical and problem-solving skill set
• Quick learner with a desire to understand sophisticated systems and software behavior
• Good communication skills with the ability to convey technical information clearly
• Ability to work under time constraints within an exciting environment
• Self-starter and proactive, transparent working style are key.
• Aptitude for quickly ramping up on new technology
• Ability to keep pace and switch focus as priorities change
• Excellent communication and customer service skills

Nice to Have:

• Knowledge of FP&A, accounting, and revenue principles a plus, or a desire and willingness to learn
• Experience with modeling, APIs, or SQL

Here at Mosaic, we are proud of our diverse workforce, and we strive to continuously strengthen our collaborative team of talented, independent, and kind individuals who are reshaping the world of corporate finance. As an equal-opportunity employer, Mosaic prioritizes the inclusion of all intersectional identities and does not discriminate or tolerate discriminatory behavior or activities. We provide the tools our team members need to operate with a high degree of autonomy, and we embolden all to pursue professional and personal growth. While Mosaic is headquartered in beautiful Del Mar, California, our founders made an early decision to embrace a remote-friendly workplace. Team members are welcome in the office yet free to work from any location that supports their unique lives and lifestyles.

In addition to a base salary, we are also offering a competitive benefits and equity package.

Must be able to cover shift of 1pm-9pm PST (but can be remote from other time zones).

First 30-60 days will be standard Pacific business hours (8pm-5pm)