Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Providing first-line support for enterprise software products with an accent on troubleshooting, customer communication, and timely issue resolution. Focus on analyzing reproducible software defects, coordinating with Product and Engineering, and maintaining reliable case documentation.

Location: Onsite in Arlington, Virginia, United States

Salary: $63,000–$97,000 per year

Company

A business information and professional services organization providing industry-focused products and enterprise software solutions.

What you will do

• Manage customer support requests from initial contact through resolution.
• Troubleshoot product functionality, workflows, and configuration issues across assigned products.
• Provide support through phone, email, live chat, and virtual meetings while meeting service levels.
• Identify and document reproducible software defects for Product and Engineering teams.
• Escalate complex technical issues and provide product guidance, best practices, and feature recommendations.
• Maintain case records and knowledge articles while supporting launches, testing, and after-hours coverage when required.

Requirements

• Bachelor’s degree or equivalent education and experience.
• 3–5 years of client support or technical support experience.
• Strong troubleshooting, analytical, written, and verbal communication skills.
• Ability to manage multiple priorities while delivering high-quality customer service.
• Experience with SaaS or enterprise software is preferred.
• Ability to work onsite in Arlington, Virginia.

Culture & Benefits

• Collaborate with Product Management, Engineering, Customer Success, Professional Services, and Sales.
• Participate in product launches and testing activities.
• Compensation is determined based on experience, skills, education, certifications, and geographic location.
• Equal-opportunity employment practices support an inclusive workplace.