SaaS Support Analyst

We are seeking an experienced SaaS Support Specialist to join a fast-paced, 24/7 support environment providing external end-user support. This role is ideal for someone who thrives in complex troubleshooting scenarios and enjoys working directly with customers across multiple support channels.

This is not a Tier 1/help desk password reset role—this position focuses on deeper technical support, often involving longer, more complex interactions and advanced issue resolution.

Key Responsibilities:

Provide Tier 2/3 technical support to external customers via phone, chat, and ticketing systemsManage and resolve approximately 25-35 support tickets per weekHandle complex troubleshooting cases, including calls that may exceed 30 minutesUtilize tools such as Zendesk and Genesys to manage customer interactions and track issuesPerform incident management, escalation, and resolution of advanced product issuesMaintain clear, accurate documentation and communication throughout the support lifecycleMultitask effectively across calls, chats, and emails in a high-volume environmentCollaborate with internal teams and external stakeholders to resolve technical challengesSupport SaaS-based applications, including integrations, data flows, and system connectivity

Required Qualifications:

4+ years of experience in SaaS or technical support roles supporting external customersProven experience handling complex troubleshooting beyond Tier 1 issuesStrong incident management and escalation experienceDemonstrated ability to work in a 24/7, high-volume support environmentExcellent communication skills with a strong customer service mindsetAbility to multitask across multiple support channels simultaneouslyTechnically curious with a solid understanding of systems, applications, and integrationsExperience working within structured support frameworks (e.g., ITIL principles)

Preferred Qualifications:

CompTIA Network+ (Net+), A+, or similar certificationsITIL certification or trainingBackground in network or technical systems-related educationExperience with IoT-style troubleshooting or highly integrated environments

Work Environment:

24/7 support environment supporting external usersFast-paced, team-oriented setting with a focus on responsiveness and quality service