Senior SaaS Support and Product Testing Specialist (SaaS)

TL;DR

Senior SaaS Support and Product Testing Specialist (SaaS): Providing first-line technical support to customers and conducting comprehensive product testing for a fleet-management SaaS company with an accent on diagnosing technical issues, documenting defects, and coordinating with developers. Focus on ensuring smooth software usage, maintaining high-quality product standards, and contributing to process improvements.

Location: Permanent work-from-home, working hours: Monday to Friday, 9:00 AM to 5:30 PM Sydney time

Company

Our client is a leading fleet-management SaaS company.

What you will do

• Monitor and respond to customer support emails, diagnosing technical issues.
• Escalate ticket details to developers via JIRA and coordinate resolutions.
• Troubleshoot configuration or usage issues, providing clear guidance to customers.
• Conduct product testing for bug fixes, new features, and release validation.
• Create user-friendly learning content, including guides and tutorial videos.
• Contribute to process improvements and automation initiatives within the support workflow.

Requirements

• 8+ years of experience in technical SaaS support or software helpdesk roles.
• Strong experience in diagnosing customer issues and documenting defect scenarios.
• Hands-on experience with software testing, release validation, or UAT.
• Proven ability to manage multiple tickets simultaneously under tight turnaround expectations.
• Excellent written communication skills for complex topics.
• Proficiency with JIRA, Confluence, ZohoCRM, and Microsoft Office 365/SharePoint/Teams.

Nice to have

• Experience in fleet, transport, engineering, leasing, or related operational industries.
• Knowledge of SQL for queries and troubleshooting.
• JIRA certifications.

Culture & Benefits

• HMO Coverage for eligible locations.
• Permanent work-from-home setup.
• Immediate hiring.