Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Providing technical assistance and solving complex product issues for cloud solutions with an accent on billing inquiries, root cause diagnosis, and incident management. Focus on troubleshooting SaaS ecosystems, managing service outages, and collaborating with engineering teams to ensure customer success.

Location: Buffalo, NY, United States

Salary: $49,500 - $79,200 per year

Company

A leading global technology company providing a vital role in the worldwide IT sales channel, connecting manufacturers and cloud providers to B2B experts.

What you will do

• Respond to inbound billing and technical service requests via phone and email.
• Diagnose root causes of software defects, misconfigurations, and end-user issues.
• Support multiple cloud solutions, including Microsoft O365, Symantec, Acronis, and Dropbox.
• Act as a first responder to service outages and moderate conference calls to restore service.
• Triage issues to internal and external engineering and development teams.
• Monitor systems and respond to emergency alerts within strict timeframes.

Requirements

• 2+ years of experience in Technical Support or a similar role.
• Fluent in French and English.
• Strong knowledge of Microsoft O365 and application protocols (DNS, HTTP, HTTPS, FTP).
• Experience with web servers (Apache, IIS) and databases (MySQL, MSSQL, PostgreSQL).
• Basic understanding of Linux environments and API concepts (JSON, REST, OAuth).
• Availability to work weekends and after hours as needed.

Nice to have

• ITIL or Microsoft Azure certifications.
• Hands-on experience with AWS, GCP, or Azure.
• Scripting experience in Python, Bash, PowerShell, or PHP.
• Exposure to Docker, Kubernetes, JIRA, and Confluence.

Culture & Benefits

• Comprehensive healthcare benefits, parental leave, and paid time off.
• 401(k) plan with company match.
• Short-term and long-term disability coverage and basic life insurance.
• Merit increases, annual bonuses, and wellbeing benefits.