Customer Support Specialist – B2B SaaS

Vivecti Group

Technical Customer Support Specialist providing first-level support for SaaS systems in healthcare purchasing. Collaborating with technical teams to resolve issues and improve systems.

Posted 7/16/2026full-timeRemote • 🇩🇪 GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong analytical thinking and structured problem-solving skills in technical support for SaaS solutions, with a focus on understanding data flows, user permissions, and system logic. Capable of effectively communicating technical content to both customers and internal teams while contributing to process optimization and knowledge management.

Highest-signal resume keywords

Technical Support ExperienceSaaS SolutionsAnalytical ThinkingProblem-SolvingKnowledge Base Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

Error AnalysisProcess Logic AssessmentSystem Behavior UnderstandingTechnical DocumentationWorkflow AutomationTicket System ManagementAI Bot DevelopmentTechnical FAQs CreationTroubleshooting StepsData Flow Understanding

Soft Skills

Clear CommunicationCollaborationQuality Orientation

Tools & Technologies

CockpitSaaS PlatformsAI-Powered Tools

Industry Keywords

Technical SupportPost-GoLive SupportKPI MonitoringCustomer InquiriesTechnical Clarifications

About the role

Key responsibilities & impact

Technical initial qualification and analysis of incoming tickets (1st-level support), including assessment of error messages, process logic and system behavior
Independent handling of technical customer inquiries in the Cockpit (SaaS): from functional questions to reproducing technical issues
Close collaboration with departments such as Product Development, Professional Services and Engineering, especially for technical clarifications
Support during Post-GoLive by taking over customers' technical follow-up questions and coordinating with PS teams
Monitoring technical support KPIs and deriving optimization measures
Contributing to ticket system automation: workflows, routing, classification logic
Working on the AI bot: structuring technical content, creating and maintaining relevant knowledge entries
Maintaining the knowledge base (technical FAQs, guides, troubleshooting steps)
Participating in workshops to further develop our technical support processes

Requirements

What you’ll need

Initial experience or strong willingness to learn in technical support for SaaS solutions
Ability to quickly grasp technical relationships, analyze errors logically and document reproducible steps
Understanding of topics such as data flows, user permissions, interface behavior, configurations and system logic
Ability to explain technical content clearly — for customers and internal teams
Enjoy working with new technologies, AI-powered tools and digital processes
Analytical thinking, structured problem-solving and a strong quality orientation

Benefits

Comp & perks

Modern office space or the option to work from home
Up-to-date work equipment
Company pension scheme
Corporate benefits
Tailored training and development that enhances your technical expertise and personal growth
Comprehensive onboarding — you will learn the individual departments and business processes; a mentor will guide you through the onboarding process
Access to over 4,000 sports and wellness facilities at discounted corporate rates via our partner EGYM WELLPASS, or lease a JobRad (company bike)