Manage incidents & escalations: Triage and prioritize incoming tickets, manage them to defined SLAs, and escalate complex issues to Product or Engineering with clear reproduction steps and documentation.
Protect scope & stability: Distinguish Support work from Managed Services and change requests, and route out-of-scope or net-new configuration needs through Customer Success or Managed Services to protect platform stability and delivery predictability.
Document & share knowledge: Capture issues, resolutions, and common patterns in internal and customer-facing knowledge bases, and surface recurring friction points to Product and Engineering.
Drive continuous improvement: Spot trends in support issues to suggest platform and process improvements, and stay current on new Certa features through ongoing training and enablement.
WHAT YOU'LL NEED
Experience: 1–3 years in Technical Support, Application Support, Solutions Engineering, or Implementation Support within a SaaS environment, ideally in ticket-based, SLA-driven support models.
Platform & troubleshooting: Strong grasp of SaaS configuration concepts (workflows, data models, permissions, logic) and the ability to methodically troubleshoot configuration and integration issues; exposure to APIs, RESTful services, and JSON preferred.
Education: Bachelor's degree preferred (Engineering or equivalent a plus).
Communication: Strong written and verbal communication skills.
Mindset: Curious and analytical, calm and structured under pressure, with a strong sense of ownership and comfort working within defined processes and boundaries.
Nice to have: Experience supporting enterprise customers, exposure to ERP or third-party integrations, and familiarity with workflow automation, risk, compliance, or KYC platforms.
COMPENSATION AND BENEFITS
Compensation: Top of market salary + bonuses and equity
Time off: 49 days paid time off
Benefits: PTO, full benefits, retirement and wellness plans.
Growth: Professional development support, remote workspace setup bonus.
Team building: Annual company offsites in exciting locations around the world
LOCATION
Certa is a remote-first company and we hire globally. We believe strongly in each team member working from the location that they choose. Should Certers wish to meet and work in person they have 3 lively office locations they can travel to:
London
San Francisco
Jaipur
The perfect place for Certers to collaborate, co-work and have face to face meetings.
Note: This role requires alignment with U.S. Pacific Time business hours.
WHY CERTA
Category leadership. Certa was named a Leader in the inaugural 2026 Gartner Magic Quadrant for Third-Party Risk Management Tools - recognition that we're defining the category, not following it.
Industry recognition. We've been honored across the analyst and awards landscape, including Top Tech and Customer Value distinctions in The Hackett Group's 2026 Risk Management SolutionMap, the ProcureTech100 (Advanced AI and Risk Management categories), and Best Overall eProcurement Software in the FinTech Breakthrough Awards.
A top place to work. Certa was named one of Forbes' Best Startup Employers in the US. We're a fast-growing company where you'll wear many hats, ship quickly, and shape decisions that matter.
Real scale with strong backing. We've processed over 10 million entities for 100,000+ users across 120+ countries. We're well-funded by leading investors including Fin Capital, Vertex Ventures, and Point72 Ventures, on the back of an oversubscribed Series B, headed towards Series C.
We're excited to meet you!
