remote
SaaS Product Support Specialist - BOSS
Software Engineer
Support engineers who excel in SaaS IT service platforms, ticketing, and asset management, delivering technical support, product demos, and presales assistance to customers worldwide.
About the role
Key Responsibilities
- Provide tier‑2/3 technical support for cloud‑based and on‑premise SaaS solutions, troubleshooting complex issues and ensuring rapid resolution.
- Conduct live product demonstrations and proof‑of‑concept sessions for prospective and existing customers.
- Collaborate with sales and presales teams to prepare technical documentation, proposals, and ROI analyses.
- Analyze customer feedback to identify product improvement opportunities and contribute to roadmap discussions.
- Maintain detailed knowledge base articles and support documentation for internal and external use.
Requirements
- 3+ years of experience in technical support for SaaS IT service management or helpdesk platforms.
- Strong understanding of ticketing, incident, change, and asset management processes.
- Excellent communication skills, able to translate technical concepts to non‑technical audiences.
- Proficiency with remote support tools, ticketing systems, and basic scripting (e.g., PowerShell, Bash).
- Self‑motivated, customer‑focused, and comfortable working in a remote, collaborative environment.
Skills
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