remote
Technical Support Engineer L2 - SaaS B2B - Relinns Technologies
Software Engineer
Senior L2 support engineer for a B2B SaaS platform, resolving complex technical issues, collaborating with engineering, and driving product improvements through customer feedback.
About the role
Key Responsibilities
- Act as the primary point of contact for customers experiencing technical issues with the BotPenguin SaaS product.
- Diagnose, troubleshoot, and resolve complex problems across the application stack, ensuring minimal downtime.
- Escalate unresolved issues to engineering, providing detailed reproduction steps and logs.
- Collect and analyze customer feedback to identify recurring pain points and recommend product enhancements.
- Collaborate with product and engineering teams to prioritize fixes and feature improvements.
- Maintain accurate documentation of support cases and solutions in the ticketing system.
Requirements
- Bachelor’s degree in Computer Science, IT, or related field.
- 2–5 years of experience in technical support or customer success within SaaS or IT solutions.
- Strong troubleshooting skills and a deep understanding of SaaS application architecture.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non‑technical stakeholders.
- Proactive mindset with a passion for continuous improvement and customer satisfaction.
Skills
customer supportcommunicationproblem solving