Customer Support Representative at Fieldguide

Dublin, County Dublin, Ireland

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€54,000 – €65,000Compensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Cybersecurity, Audit, Financial ServicesIndustries

Requirements

3+ years of customer facing experience in SaaS support, onboarding, implementation, or consulting

Responsibilities

Provide advanced technical support via email, phone, or chat, resolving complex issues related to product functionality, configuration, integrations, and user workflows
Deliver a high-quality support experience, ensuring customer inquiries are answered quickly and accurately
Assist with configuration tasks, such as template setup, data imports, workflow optimization, and other technical elements that enhance customers’ use of Fieldguide
Identify and mitigate risks early, escalating issues when necessary and proactively driving solutions that protect customer value
Support beta or pilot features, helping customers adopt new functionality and communicating insights back to internal teams
Contribute to internal and external documentation, including knowledge base content, troubleshooting guides, onboarding materials, and best-practice resources
Track and document customer progress during onboarding and beyond, contributing to case studies, usage insights, and value realization metrics
Recommend improvements to support workflows, onboarding playbooks, and customer experience programs based on firsthand insights
Lead onboarding activities for new customers, guiding them through Fieldguide’s Accelerator program and ensuring efficient, effective setup
Develop tailored adoption plans based on customer goals, and conduct regular check-ins to track progress and adjust onboarding strategies as needed
Enable customer champions by coaching teams on best practices, advanced functionality, and scalable workflows

Skills

Key technologies and capabilities for this role

Customer SupportOnboardingCustomer ImplementationPlatform SupportTroubleshootingCustomer Success

Questions & Answers

Common questions about this position

What is the salary range for the Customer Support Representative position?

The salary range is €54K - €65K.

Is this a remote or hybrid role, and what are the working hours?

This is a hybrid role with standard working hours from 9 AM GMT to 6 PM GMT.

What skills and responsibilities are required for this Customer Support Representative role?

The role requires providing advanced technical support via email, phone, or chat for complex issues like product functionality, configurations, integrations, and workflows, assisting with configuration tasks such as template setup and data imports, and handling customer onboarding and ongoing success.

What is the company culture like at Fieldguide?

Fieldguide values diversity in backgrounds and experiences, with an inclusive, driven, humble, and supportive team that emphasizes supporting each other's growth and building a great culture.

What makes a strong candidate for this Customer Support Representative II role?

Strong candidates are experienced team members who can handle complex customer scenarios, lead onboarding programs, serve as trusted advisors, and contribute insights to improve support processes and the product.

Fieldguide

AI platform for audit and advisory services

About Fieldguide

Fieldguide enhances audit and advisory processes for businesses using artificial intelligence through its main product, the AI Advisory & Audit Cloud. This platform is designed for large advisory and audit firms, helping them save time, improve profit margins, and increase client satisfaction while managing various regulatory frameworks. Fieldguide's subscription-based model offers features like engagement management and automated report generation, making it more efficient than traditional methods. The company's goal is to transform the audit and advisory landscape with a modern, AI-driven experience.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$45.9MTotal Funding

SERIES_BCompany Stage

Consulting, Fintech, AI & Machine LearningIndustries

51-200Employees

Benefits

Unlimited Paid Time Off

401(k) Retirement Plan

Wellness Program

Home Office Stipend

Flexible Work Hours

Risks

Increased competition from other AI-driven audit platforms could erode market share.

Rapid AI technology development may lead to obsolescence if Fieldguide doesn't innovate.

Reliance on venture capital funding poses a risk if future rounds are unsuccessful.

Differentiation

Fieldguide offers the only end-to-end AI platform for audit and advisory services.

The platform supports multiple regulatory frameworks, enhancing its versatility for firms.

Fieldguide's AI Advisory & Audit Cloud improves efficiency and client satisfaction.

Upsides

Fieldguide's AI platform addresses the CPA talent shortage, increasing demand for its services.

The launch of Fieldguide Insights capitalizes on data-driven decision-making trends in CPA firms.

Strategic partnership with Allinial Global enhances market reach and credibility.

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