14 дней назад
Client Support Engineer (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Client Support Engineer (SaaS): Investigating, triaging, and resolving complex client issues for enterprise SaaS and on-premise software with an accent on technical troubleshooting, ticket management, and client communication. Focus on researching product defects, reproducing issues for escalation, troubleshooting SQL and API integrations, and developing efficient methods for recurring support cases.
Location: Charlotte, NC, United States
Company
is a growing public software company providing enterprise SaaS and on-premise solutions.
What you will do
- Investigate, triage, troubleshoot, and resolve tickets entering the help desk queue.
- Assist clients with technical product and configuration questions while maintaining accurate ticket records.
- Research complex and high-priority issues, engage appropriate resources, and communicate resolution progress.
- Prepare detailed specifications and reproduction steps for escalated product defects.
- Identify resolution delays, take corrective action, and maintain clear client communications.
- Document solutions for recurring issues and provide feedback for product improvements.
Requirements
- Degree in Computer Science, IT, Software Engineering, or a related field, or documented technical support experience.
- Knowledge of help desk ticketing workflows, troubleshooting methods, and analytical problem-solving.
- Basic SQL and T-SQL experience, with knowledge of SOAP and REST APIs.
- Experience supporting SaaS or on-premise enterprise software.
- Strong verbal and written communication skills and the ability to work independently and collaboratively.
- Ability to support a wide range of customers and technical issues.
Nice to have
- Experience supporting the Dell Boomi Integration Platform.
- Microsoft, .NET, SQL, or similar certification.
- Network troubleshooting experience, including load balancer configuration, Wireshark, or Fiddler.
- Understanding of data structures, algorithms, and fundamentals of AI troubleshooting.
- Experience with products.
Culture & Benefits
- Collaborative, transparent, coaching-oriented, and team-focused work environment.
- Professional development support, including training and continuing education reimbursement.
- Modern open offices, complimentary lunches, and fully stocked kitchens.
- Wellness programs, flexible time off, and family-formation benefits.
- Paid volunteer time off and donation matching.
Hiring process
- Interview process generally includes three or more virtual or in-person meetings.
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