The Senior Support Specialist will assist clients with Zocks AI platform, troubleshoot issues, enhance product adoption, document feedback, and create support resources.
Job Title: Senior Support Specialist, AI Solutions
Location: Denver, CO (Hybrid)
Salary: $75,000 - $90,000 + Variable Bonus
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About Zocks AI
Zocks AI is revolutionizing the Financial Services industry with a groundbreaking AI platform. We're a fast-paced, venture-backed startup building a team of highly competent, collaborative, and adaptable professionals. We're looking for people who are excited to build from the ground up and set a new standard for customer success.
The Role
This isn't your typical support role. We're looking for a seasoned technology translator, a problem-solver, and a relationship-builder to be a foundational member of our Solutions Delivery team. You are someone who finds genuine joy in helping people become more successful with technology. You don't just answer questions; you anticipate needs and create opportunities for our users to get more value from our product. You consider the job unfinished until you’ve identified the root cause.
We're looking for someone who is...
- A natural troubleshooter: You’re driven by a relentless curiosity to solve complex product issues. You approach problems methodically, enjoy digging for the root cause rather than just treating symptoms, even when the symptoms stem from a 3rd party integrations.
- Comfortable Client-Facing : You don't hesitate to jump on a troubleshooting call. You're as comfortable building rapport and trust with a client as you are diving into the technical details of their issue
- A Proactive Partner: You see beyond the immediate problem. When a user has a question, you see an opportunity to teach them about a feature they haven't discovered yet, helping them become more successful with our platform
- At Ease Navigating Ambiguity: In a rapidly growing startup, not everything is written down. You excel at navigating uncharted territory, and when you fill a gap in your own knowledge, you’re driven to create clear, robust documentation
- Excited about Applied AI: You're a technology generalist who picks up new systems quickly because you're genuinely curious. You understand the power of AI and are excited to be on the front lines, helping our clients leverage it. Experience with prompt engineering or using AI tools to get work done is a massive plus
- An expert at communicating tech to non-technical audiences: You understand the perspective of our end-users as deeply as you understand the product. You can translate complex technical ideas into simple, digestible directives. Your written and verbal communication is clear, empathetic, and effective.
What You'll Do
- Become an expert on the Zocks AI platform and act as a trusted guide for our Financial Services clients. You’ll work with some of the most prolific Broker/Dealers and RIA’s in the business, and their VIP’s will know you by name
- Engage directly with users via video calls, phone, chat, and email to troubleshoot issues and bolster product adoption
Document product feedback, user pain points, and ticket trends - then communicate your findings to our Engineering team to solution fixes
- Create and maintain high-quality support documentation, tutorials, and knowledge-base articles
Requirements & Qualifications
Required: 4+ years of experience in a client-facing role
Required: 2+ years of experience in a technical role
Required: Excellent verbal and written communication skills
Strongly Preferred: Recent experience working in a startup environment
Strongly Preferred: Recent experience working in a ticketing system
Ideal: A demonstrated passion for AI, with personal or professional experience in prompt engineering or leveraging AI tools to accomplish projects
Ideal: Experience in Fintech or Financial Services. Familiarity with Financial CRMs such as Wealthbox, Redtail, Zoho, Salesforce, or Salesforce overlays
Ideal: Experience troubleshooting Enterprise Microsoft environments, specifically: Entra, Outlook Mail & Calendar, Exchange, and Teams
Ideal: Experience supporting email security and compliance platforms, with proven ability to troubleshoot mail flow issues through systems like Smarsh, Mimecast, or Global Relay, and hosted email environments like Microsoft 365 or Intermedia.
Benefits & Perks at Zocks
We invest in our team's well-being with a comprehensive and meaningful benefits package
Comprehensive Medical: 100% covered medical insurance
Comprehensive Dental & Vision: We cover 99% of your dental and vision premiums.
Equity Ownership: As a core member of our team, you'll receive a significant equity grant, because we're all building this company together.
Unlimited PTO: We trust you to take the time you need to rest and recharge, in addition to paid federal holidays.
This is a hybrid role based in our Denver office. The first two months require 5 days/week in-office to ensure deep product immersion, followed by a minimum of 3 days/week onsite
We are unable to sponsor work visas for this role; you must be authorized to work in the United States
Top Skills
Ai Tools
Financial Crms
Microsoft 365
Ticketing Systems
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