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AI Summary
Provide technical support for SaaS products by diagnosing and resolving customer incidents within SLAs. Manage the end-to-end case lifecycle and collaborate with internal engineering teams to resolve complex issues.
This is a remote position.
Technical Support Delivery
Provide technical support for SaaS and related products, resolving a wide range of customer
issues within SLAs.
Perform effective triage, diagnosis, and troubleshooting of incidents, identifying root causes
where possible.
Manage and resolve moderately complex technical issues independently, escalating more
advanced cases as required.
Customer Engagement & Communication
Communicate confidently and professionally with customers and partners via written, phone,
and video channels.
Provide clear explanations of technical issues and solutions to both technical and non-technical
audiences.
Ensure a high level of customer satisfaction through proactive updates and reliable support.
Case Management & Documentation
Own and manage support cases end-to-end, ensuring timely updates, prioritisation, and
resolution.
Maintain accurate and detailed case records in CRM systems (e.g. Salesforce).
Contribute to and maintain knowledge base articles and technical documentation.
Collaboration & Escalation
Collaborate with internal teams (e.g. engineering, product support) to resolve complex issues.
Escalate issues appropriately with sufficient investigation and context.
Support knowledge sharing within the team and assist less experienced colleagues when
appropriate.
Continuous Improvement & Operations
Contribute to process improvements, team initiatives, and service optimisation.
Participate in training and continue to build product and technical expertise.
Effectively manage multiple priorities in a fast-paced environment.
Support crisis management processes when required.
Requirements
Skills & Competencies:
Core Competencies
Strong analytical and problem-solving skills with the ability to troubleshoot independently
Customer-focused with strong interpersonal and communication skills
Ability to manage multiple tasks and prioritise effectively
Attention to detail and strong documentation practices
Proactive mindset with a commitment to continuous learning
Adaptability and openness to new tools and technologies
Technical Competencies
Experience troubleshooting web-based or SaaS applications
Working knowledge of JavaScript debugging (e.g. browser developer tools)
Understanding of operating systems (Windows and/or Linux)
Knowledge of email systems and protocols (SMTP, SPF, DKIM, DMARC concepts)
Familiarity with Microsoft 365 / Exchange environments
Basic understanding of APIs (REST), JSON, XML, and SQL
Awareness of authentication methods (SSO, SAML, OAuth2)
Understanding of networking fundamentals (TCP/IP, client-server architecture)
Experience using CRM or ticketing tools (e.g. Salesforce)
Desirable:
Exposure to ERP systems or system integrations
Familiarity with SaaS environments or ITIL practices
Educational Requirements :
Bachelor’s degree in Information Technology, Computer Science, or a related discipline (or
equivalent practical experience).
Essential Experience :
Approximately 2–4 years’ experience in a technical support or similar IT role.
Experience troubleshooting application, system, or integration issues in a customer-facing
environment.
Demonstrated ability to manage support cases independently and meet SLAs.
Experience working with CRM/ticketing systems and collaborating with cross-functional
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