SaaS Technical Support
Core
Remote technical support engineer providing SaaS management, email, screen-sharing, hotline, and end-user support to ensure customers can use company software effectively.
Role type
Senior IC technical support engineer
Builds
Customer support operations for a global mass notification SaaS platform
Domain
SaaS / Mass Notification / Emergency Communication
Deliverable
client delivery
Required skills
SaaS product knowledge, API familiarity, Google Suite expertise, troubleshooting, customer service, problem-solving, telephone etiquette, time management, self-starter capability, cross-cultural collaboration
Preferred skills
Experience with softphones, Salesforce, Google Calendars, and Documents
Technologies
SaaS platforms, APIs, Google Suite, Salesforce, Google Calendars, Google Documents, softphones
Responsibilities
Respond to customer technical issues via email and phone; troubleshoot software problems to ensure resolution; educate customers within procedural guidelines; maintain knowledge of product line and industry technologies; meet service-level agreement requirements for assigned tickets.
Seniority
Mid-level, hands-on IC