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Tech Stack
Tools & technologiesCloudSDLCSQL
About the role
Key responsibilities & impact- Serve as the enthusiastic, customer-focused voice of Eptura, delivering world-class global support.
- Provide technical assistance through chat, phone, and email, ensuring timely triage and escalation of support tickets.
- Analyze issues, identify root causes, and deliver effective solutions or workarounds with minimal oversight.
- Manage a high volume of customer interactions across multiple channels while maintaining quality and professionalism.
- Become a subject matter expert in Eptura products and communicate technical solutions clearly and positively.
- Uphold quality standards related to case documentation, communication, and response time.
- Identify software bugs and submit detailed reports; collaborate with engineering teams on fixes and feature requests.
- Partner with Tier 2 Support Representatives, following incident management protocols and validating hotfixes.
- Participate actively in weekly departmental meetings to share insights, challenges, and suggestions.
- Create and maintain internal and external knowledge base articles to empower customers and support teams.
Requirements
What you’ll need- 1+ year of experience supporting SaaS software (required).
- Hands-on experience with SQL Server (desired).
- Exposure to cloud environments (desired).
- Basic understanding of Single Sign-On (SSO) concepts (desired).
- Basic knowledge of API troubleshooting (desired).
- Strong customer service mindset with a genuine passion for helping others.
- Excellent verbal and written communication skills, able to explain technical concepts to any audience.
- Ability to build and maintain strong working relationships with customers, partners, and internal teams.
- Strong technical aptitude with proven troubleshooting and problem-solving skills.
- Proficiency using computers and related software applications.
- Demonstrated ability to learn new technologies quickly and adapt to evolving environments.
- Highly organized, self-motivated, and capable of managing time effectively.
- Understanding of the software development lifecycle (SDLC) and end‑user support processes.
- 1+ years of experience in client or technical support roles (preferred)
Benefits
Comp & perks- - Health insurance fully paid–Spouse, children, and Parents
- - Accident insurance fully paid
- - Flexible working allowance
- - 25 days holidays
- - 7 paid sick days
- - 13 public holidays
- - Employee Assistance Program
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SaaS supportSQL Servercloud environmentsSingle Sign-On (SSO)API troubleshootingtroubleshootingproblem-solvingsoftware development lifecycle (SDLC)case documentationincident management
Soft Skills
customer service mindsetverbal communicationwritten communicationrelationship buildingtechnical aptitudetime managementself-motivationorganizational skillsadaptabilitycollaboration