5 дней назад
Technical Application Specialist (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
Technical Application Specialist (SaaS): Providing technical support for SaaS applications, API integrations, and related technologies in a customer-facing support environment with an accent on troubleshooting, data exchange, configuration, and SLA-driven resolution. Focus on diagnosing integration failures, testing application changes and migrations, documenting complex cases, and collaborating with cross-functional technical teams.
Location: Hybrid role in Monterrey, Mexico
Company
develops business software, data, AI, and cognitive ERP solutions that connect people, processes, and technology across global supply chains.
What you will do
- Provide direct customer support for SaaS applications, API integrations, and related technologies through phone, email, and support cases.
- Diagnose, test, troubleshoot, and resolve software, configuration, integration, data exchange, and connectivity issues in line with support procedures and SLAs.
- Assess, categorize, prioritize, and escalate customer issues based on impact, severity, and urgency.
- Support customer communications for software upgrades, maintenance, migrations, and product changes.
- Document investigations, test results, screenshots, findings, and resolutions in support systems.
- Collaborate with technical teams, perform manual testing, maintain knowledge-base content, and deliver focused customer training.
Requirements
- 3+ years of experience in technical application support, SaaS support, software support, or a related technical customer support role.
- Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related field, or equivalent education and experience.
- Experience troubleshooting APIs, application integrations, software configuration, and database-related issues.
- Strong understanding of APIs and integration troubleshooting with tools such as Postman.
- Working knowledge of Microsoft SQL Server, relational databases, HTML, FTP, AWS S3, and Microsoft technologies.
- Strong communication, analytical, organizational, prioritization, and customer-support skills.
Nice to have
- ERP application knowledge.
- Familiarity with Atlassian products and ServiceNow.
- Understanding of supply chain concepts, probability, and statistics.
- Basic knowledge of database backup and restore processes.
Culture & Benefits
- Health and wellness benefits.
- Mentorship, continuing education, career development, and internal mobility opportunities.
- Free LinkedIn Learning licenses and access to a mentoring program.
- Education support programs that vary by geography.
- Inclusive global workplace with work-life balance policies and supported time off.
- Support for international relocations and permanent residency processes.
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