Serve as the highest technical escalation point within support, driving issues to full resolution.
Own and resolve complex technical escalations across distributed SaaS environments, operating at a Tier 3/4 level of expertise.
Help design and optimize our support platform, workflows, playbooks, and documentation standards.
Track and analyze KPIs, SLAs, and customer health metrics to drive operational improvements.
Identify trends from customer interactions and translate them into actionable insights.
Partner closely with Product, R&D, Sales, and Customer Experience as the technical voice of the customer.
Support onboarding and ongoing customer usage to ensure value realization.
Collaborate across global time zones, with primary coverage during Pacific Time business hours, Monday through Friday.

Requirements

3+ years of experience in Technical Support, Customer Operations, or Technical Customer Success in a SaaS or high tech environment.
Experience operating at a Tier 3/4 support level, handling complex, system level troubleshooting and escalations.
Strong troubleshooting skills.
Experience improving support processes and working cross functionally with Product and R&D.
Analytical mindset, comfortable working with metrics, dashboards, and performance tracking.
Excellent customer facing written and spoken communication skills in English.
Proactive, organized, and comfortable in fast paced environments.
Advantage: Cybersecurity background.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SaaStechnical supportsystem level troubleshootingKPI analysisSLA trackingcustomer health metricssupport processes improvementmetrics analysisdashboardsperformance tracking

Soft Skills

troubleshootingcustomer facing communicationproactiveorganizedfast paced environment adaptabilitycollaborationanalytical mindsetdocumentation standardsissue resolutioninsight translation