Companies you'll love to work for

Senior Customer Support Specialist



Customer Service, Sales & Business Development
New York, NY, USA
Posted on Monday, May 29, 2023


That's always been true, but the way the world has been changing over the past few years has had many of us reflecting and reconsidering what’s really important to us - like how we want to live and work in the future, and how we don’t. The kind of company we want to be with, and the kind we don’t. How we want to balance our home lives with our careers, and what will help us make a difference that we're really proud of.

If you've been thinking along these lines, here’s what we can offer you:

A fast-growing company with a bright future:

We’re a unique player in the market, helping companies solve complex data problems with our intuitive software. Even in the current uncertain economy, Duco is still actively selling to some of the world’s largest financial institutions, and we have the backing of top notch software investors and shareholders. We’ve been growing steadily and

An employer which puts people first:

Duco believes in giving every single employee a genuine voice in what we do and how it’s done. We communicate openly, whether the news is good or bad, and we manage people through empowerment and support. We believe everyone should be able to feel successful and proud of what they do, and we help our team members grow and thrive by recognizing their potential, investing in their development, and nurturing their careers.

A really interesting role with plenty of scope:

Our Support Engineering Team helps our customers solve the most complex technical issues they encounter, from implementation onwards. You’ll be a client-facing technician, working directly with our products’ end users in many of the most significant institutions in the financial services industry, including banks and investment firms.

This role is central to almost every other team in the company. You‘ll be working directly with Engineering, including Application Software Developers and Platform Infrastructure Engineers, plus the Product Team and commercial teams including Customer Success, Sales, and Professional Services.

This is what you’ll be doing day to day:

  • Deep investigation and root cause analysis into reported issues using a variety of tools
  • Mentor junior levels and help Support Management team as Senior Individual Contributor
  • Communicating and coordinating issues affecting customers with a focus on high priority and complexity cases for Enterprise customers
  • Represent Support internally to key Engineering stakeholders
  • Register, prioritise and document all incidents reported to the Support team using the relevant tools following the incident management procedure
  • Managing customer escalations, expectations and communicating to various stakeholders
  • Understanding customer needs including relevant features and configuration requests
  • Collaborate with product teams to improve the product based on customer feedback and customer cases
  • Actively participate in knowledge sharing among colleagues
  • You’re comfortable jumping on calls with customers to help them and manage the case until it’s fully resolved
  • Translating business needs into technical language (and sometimes back again!)
  • Support US public holidays on a rotational basis

*There might be a requirement to provide compensated on-call coverage during out of shift hours or weekends

An enticing total reward package:

  • Base salary reviewed annually (the starting salary range for this role will be $75,000 - $100,000 USD annually, in line with your current experience and local market standard)
  • A discretionary bonus scheme with twice annual pay outs
  • Medical insurance including a 100% employer-paid option, HSA (with employer contribution) or FSA, as well as vision and dental coverage options with generous employer contribution
  • 401k with up to 4% match and immediate vesting
  • Unlimited PTO, because we trust our people to manage their own time off
  • A Hybrid working environment with flexible working options. Everyone has to juggle home and work stuff sometimes!
  • Enhanced family leave provisions, including up to 52 weeks of leave after giving birth, of which 39 is paid (yes, really!), and twelve weeks paid paternity/secondary caregiver leave
  • Annual allowance to help you make improvements to your home working environment
  • Dedicated budget for personal learning and career development opportunities
  • Spot rewards, so we can say thanks when you do a really great bit of work
  • Referral bonuses to encourage everyone to recommend great talent
  • Paid time off to volunteer in your community
  • Employee Assistance Program, in case things get tough
  • An Employee Equity Purchase Scheme, so you have a personal investment in the success of the company
  • 4 Volunteering days off that can be used flexibly based on the employee’s choice of initiative

Can you see yourself in this role? Read on!

This is what you’ll need for the role:

  • 3+ years of experience in customer support with technical products, preferably in SaaS products
  • Experience working directly with external customers via email, phone, or video
  • Experience in writing and maintaining support documentation
  • Practical experience querying SQL Databases
  • Very good troubleshooting skills and attention to detail
  • Self sufficient in researching Support tickets through various methods including technical documentation
  • Superb communication and interpersonal skills, including being able to provide informative updates to customers and global internal stakeholders
  • Willingness to take ownership of issues, including problem-solving and diving deep into the technical detail
  • Excellent active listening skills in order to understand the customer’s real technical and business needs
  • Ability to manage a busy workload and balance multiple priorities
  • Willing to travel domestically and internationally as needed for company events and training
  • Ability to attend the offices in New York or Boston for a minimum of 5 days a month

Bonus points if you also have:

  • Bachelor’s degree in Computer Science or similar technical discipline
  • Technical certifications such as CCNA or RHCSA / RHCE
  • Experience in Financial Services industry, especially in Reconciliations
  • Familiarity with Jira, Tableau, Confluence, GitHub, Kibana and Postman

Duco’s ideal candidates are passionate about opportunities for growth, interested in tackling challenges both independently and collaboratively, and empathetic towards colleagues and customers alike.

Here's what you need to know about our recruitment process:

We know research shows that long lists of requirements can make some applicants more hesitant to apply. With that in mind, please know that we are not looking for a super hero who ticks every single box. Duco considers every application carefully and looks for the success potential of each applicant. Furthermore, we are committed to providing a safe and inclusive work environment where all employees and applicants are treated with respect. It is Duco's policy to provide an equitable opportunity for all candidates; if you require an accommodation during the application or interview process, send a message to Please include your name, contact information, the title of the role you're applying for, and a brief description of how we can accommodate you.

During the recruitment process and after hiring, Duco does not discriminate on the basis of race, color, gender or gender expression, sexual orientation, pregnancy, national origin, marital status, age, disability, religion or creed, socioeconomic background, size, or any other protected characteristic.

We review applications on a rolling basis. Our typical recruitment process for a role at this level involves three or four steps - a conversation with the hiring manager, speaking with some colleagues and key stakeholders, and a competency assessment where you'll have the opportunity to dazzle us with your skills. Due to the distribution of our staff, some or all of these interviews may be held on video conference (Google Meet is our VC product of choice!).