SaaS Product Support Specialist

Job Description

REQUIREMENTS

Bachelor’s Degree or equivalent field/work experience

1-3 years experience in technical support, application support, helpdesk administration, customer success, sales engineering, or a similar customer-facing technical role.

Passion for solving customer issues and a champion of great customer service

Ability to plan, organize, prioritize and independently solve problems seeking help when necessary

Strong communication skills with the ability to explain technical concepts clearly to

non-technical users.

Comfortable presenting software demos to technical customers and prospects.

Strong troubleshooting and problem-solving skills.

Excellent communication (oral and written), interpersonal, organizational, and presentation skills

Occasional travel to customer site required.

Preferred

● Experience with systems such as BOSSDesk, ServiceNow, Jira Service Management,

Zendesk, Freshservice, ManageEngine, SolarWinds, ConnectWise, or similar platforms.

● Basic SQL scripting experience, including writing simple SELECT queries, filtering data,

joining tables, or assisting with data validation.

● Experience in Python or an equivalent scripting language and accessing web APIs.

● Experience with Power BI, dashboards, reporting, or data visualization.

● Familiarity with Microsoft 365, Azure / Entra ID, Active Directory, SSO, email

integrations, or user synchronization.

● Experience supporting SaaS applications or cloud-based business software.

● Experience creating training materials, knowledge base articles, or customer-facing

documentation.

● Prior experience in a presales, sales engineering, implementation, or solutions

consulting role.

RESPONSIBILITIES

Customer Support

● Provide responsive technical support to customers using our helpdesk platform.

● Troubleshoot application issues

● Guide customers through setup, configuration, and best practices.

● Assist customers with understanding and using product features

Product Demonstrations and Presales

● Deliver product demos to prospective customers, existing customers, and internal teams.

● Support sales calls by answering technical and functional questions.

● Learn customer requirements and tailor demos to show relevant use cases.

Implementation and Customer Success Support

● Assist with onboarding new customers and helping them configure the system based on

their business needs.

● Provide training sessions for administrators, technicians, and end users.

● Help customers define support processes, categories, workflows, forms, asset tracking

processes, and reporting needs.

● Identify opportunities to improve customer adoption and usage.

Technical and Reporting Support

● Assist with basic troubleshooting of integrations, email configuration, authentication,

imports, and data-related issues.

● Review logs, configuration settings, and customer-reported behavior to help isolate

problems.

● Support customers with reporting needs and help explain available dashboards, exports,

and data options.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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