About the Role
The position involves delivering technical support to customers using a SaaS platform, diagnosing and resolving system issues, guiding users through solutions, and working closely with engineering and product teams to escalate and track problems.
Responsibilities
- Respond to customer inquiries via email and phone regarding software functionality
- Diagnose and troubleshoot technical issues in a SaaS environment
- Document and track support cases using internal systems
- Escalate complex technical problems to engineering teams
- Provide step-by-step guidance to non-technical users
- Collaborate with product teams to report bugs and suggest improvements
- Maintain up-to-date knowledge of platform features and updates
- Follow support protocols and service level agreements
- Assist with onboarding new customers to the platform
- Interpret error logs and system diagnostics
- Support integration troubleshooting between platforms
- Communicate status updates to customers during incident resolution
- Contribute to internal knowledge base articles
- Identify recurring issues and recommend process improvements
- Work within defined escalation paths for critical outages
- Ensure data security and confidentiality in all interactions
- Participate in on-call rotations as needed
- Assist with testing minor platform updates
- Coordinate with account management teams on customer needs
- Maintain accurate records of customer interactions
- Support multilingual customers when possible
- Follow incident management procedures
- Use remote access tools to assist users
- Stay current with evolving software features
- Assist in validating fixes before closure
Nice to Have
- Experience supporting enterprise-level software
- Knowledge of Salesforce integrations
- Certification in IT support or cloud platforms
- Prior experience in a globally distributed team
- Exposure to CI/CD pipelines
- Familiarity with Jira or Confluence
- Experience with performance monitoring tools
- Understanding of security best practices in SaaS
Compensation
Competitive salary and benefits package
Work Arrangement
Remote – Mexico only
Team
Part of a global customer support team supporting enterprise clients
Why Join Us
- Opportunity to work with a global customer base
- Exposure to cutting-edge SaaS technology
- Supportive team environment with growth opportunities
- Flexible work schedule within remote setup
What We Offer
- Comprehensive health and wellness benefits
- Retirement savings plan
- Paid time off and holidays
- Professional development stipend
- Employee assistance program
Not available
