Senior Application Support Specialist
Core
Provide technical customer support for B2B SaaS products via live chat and ticketing, troubleshooting authentication, permissions, connectivity, and application-performance issues.
Role type
Senior IC application support specialist
Builds
Customer support cases and technical resolutions for SaaS clients
Domain
B2B SaaS / Customer Support
Deliverable
client delivery
Required skills
Technical troubleshooting, Zendesk, Intercom, SaaS support, Incident escalation, Case management, Diagnostic evidence gathering, English communication
Preferred skills
SaaS integrations troubleshooting, API support, AI-assisted support tools, Enterprise software support
Technologies
Zendesk, Intercom, Slack, AI tools
Responsibilities
Troubleshoot product and application issues; Own customer cases from intake to resolution; Escalate complex issues with documentation; Maintain case records and contribute to knowledge base; Collaborate with Product and Engineering teams.
Seniority
Senior, hands-on IC
