Senior Product Support Specialist – USA

Remote.

About Us

Abacus flagship software, SATURN, is a high-performance enterprise platform for advanced market analysis, generation, trading, retail, risk management, and portfolio optimization. The cutting-edge platform empowers energy companies and financial institutions to make smarter, faster, data-driven decisions in volatile markets.

Role Overview

We are seeking an experienced Senior Product Support Specialist to serve as a trusted advisor to SATURN users. In this senior role, you will leverage deep expertise in generation modeling, trading, stochastic simulation, risk analytics, and customer engagement to provide world-class support. You will help users perform needed tasks and optimize workflows. This role requires experience and expertise in complex data-intensive systems and modeling.

Key Responsibilities 

• Act as the primary point of contact for SATURN product support inquiries from existing and prospective users.
• Guide customers through navigation, configuration, and execution of key workflows within SATURN.
• Troubleshoot complex product questions and usage challenges, providing clear, step-by-step guidance.
• Work with the internal team to provide customer feedback that informs product roadmap and improvements.
• Collaborate with the software engineering team on reproducing and diagnosing technical issues.
• Maintain a knowledge base of best practices, FAQs, and how-to guides to empower user self-service.
• Deliver proactive user enablement sessions including webinars, trainings, and workshops.
• Drive customer adoption by advising on optimal use of SATURN’s applications, solutions, and tools.

Qualifications 

• 15+ years in enterprise software support, customer success, or technical consulting roles.
• Proven track record supporting data-intensive, generation, risk analytics, and commodity trading platforms.
• Strong ability to translate technical functionality into user-friendly explanations and documentation.
• Expertise in navigating complex data-intensive applications, explaining workflows, and training end-users.
• Excellent abilities to diagnose, analyze, and resolve complex technical issues and identify root causes.
• Excellent written and verbal communication along with client-facing skills and a consultative mindset.
• Experience collaborating with software engineering and sales teams.
• Strong organizational skills and attention to detail documenting customer interactions and managing tasks.
• Strong technical and communication skills to explain technical concepts clearly to non-technical users.
• Strong problem-solving skills and ability to work independently under pressure.
• Empathetic and patient demeanor with strong customer service skills to ensure a positive user experience.
• Self-motivated with analytical thinking; thrives with autonomy and limited direction.
• Bachelor’s degree in a quantitative field required; advanced degree a plus.  

Why Join Us 

• Be at the forefront of innovation in energy and enterprise risk management software.
• Influence product evolution by bringing the voice of the customer to strategic discussions.
• Work in a high-impact role with autonomy and the ability to shape software presence in the U.S. & Europe.
• Competitive compensation package, including base salary, commission, and performance incentives.

Please send your resume and cover letter to careers@abacussolutionsinc.com