Technical Support Analyst – SaaS
Core
First- or second-line technical support for complex B2B SaaS products, handling customer issues, configurations, integrations, and data troubleshooting.
Role type
Senior Technical Support Analyst (SaaS) (via careerplan.io/jobs/b0803614-e8df-4078-b9c1-c581a76acfed-technical-support-analyst-saas-at-jobgether)
Builds
Customer support resolution, root cause analysis, and process improvements for SaaS platforms.
Domain
B2B SaaS
Deliverable
client delivery
Required skills
SQL, API testing, log analysis, ticketing platforms, Bash scripting, SaaS architecture knowledge, root cause analysis, documentation creation
Preferred skills
B2B SaaS environment experience, automation initiatives
Technologies
Jira, Postman, SQL, Bash
Responsibilities
Act as first- or second-line technical contact for customers; Troubleshoot product functionality, configuration, data, integration, and application issues; Analyze system and application logs, run SQL queries, test APIs, and investigate technical defects; Support system configuration and administrative activities; Work with cross-functional teams to escalate complex issues; Partner with QA teams to identify opportunities for test and support-process automation; Create and maintain knowledge-base articles and troubleshooting guides; Identify recurring issues and opportunities to improve systems and processes.