Senior Application Support Specialist (SaaS, Remote)

Job summary

This role involves providing advanced technical support for Software-as-a-Service (SaaS) solutions, ensuring efficient assistance to clients and maintaining high customer satisfaction. The position is part of a new Centre of Excellence focused on enhancing support for various tax technology solutions.

Qualifications

• Over 4 years of experience in a technical support role, ideally in a SaaS or cloud-based environment.
• Strong experience with SaaS platforms and cloud technologies, including troubleshooting at system, application, and network levels.
• Excellent verbal and written communication skills, with a customer-focused mindset.

Responsibilities

• Provide advanced troubleshooting and resolution of escalated technical issues related to SaaS solutions.
• Act as a point of escalation for Tier 2 support staff, handling critical customer issues.
• Collaborate with Product, Content, and Technical teams to resolve client queries and suggest improvements.
• Foster a collaborative culture focused on knowledge sharing and documentation of solutions.
• Lead incident management during critical outages and participate in post-incident reviews.

Skills

• Strong analytical and problem-solving skills, with the ability to communicate complex technical concepts clearly.
• Proficiency in database queries (SQL, NoSQL), APIs, and integration issues.
• Familiarity with web technology and cloud infrastructure (AWS, Azure).
• Experience with ticketing systems and support management tools.

Education

• Relevant technical degree or equivalent experience in a related field is preferred.

Tools

• Familiarity with ITIL or other incident management frameworks.
• Knowledge of GDPR and security best practices in SaaS environments.