Senior Technical Support Representative – SaaS platform
Motorola Solutions
DNSTCP/IP
Job Level
Mid-LevelSenior
Tech Stack
CloudJavaScriptPythonSQLSwift
About the role
- Reporting to the Manager of Support, Zylo is seeking a skilled and motivated Support Engineer to join our team.
- In this role, you will be responsible for providing top-tier technical support to our clients and partners, ensuring the smooth operation and resolution of issues within our platform.
- As a Support Engineer, you will play a critical role in driving client satisfaction, improving support processes, and contributing to the overall success of our clients' SaaS management initiatives.
- What you will do
- Provide technical support and troubleshooting for Zylo's SaaS management platform, ensuring timely and effective resolution of client issues.
- Triage, diagnose, and resolve incoming support tickets, collaborating with internal teams to ensure swift problem resolution.
- Serve as a technical escalation point for client issues, collaborating with Product and Engineering teams to implement long-term solutions.
- Create and maintain technical documentation, including knowledge base articles and troubleshooting guides.
- Analyze support trends and client feedback to identify areas for improvement and proactively enhance support processes.
- Participate in the development and implementation of tools and automation strategies to streamline support operations and enhance the client experience.
- Collaborate with cross-functional teams, including Product, Engineering, and Client Success, to communicate client needs and influence product enhancements.
- Provide feedback and insights to the Product and Engineering teams to help prioritize bug fixes and feature requests based on client impact.
Requirements
- 3+ years of experience in a technical support or support engineering role within a B2B SaaS environment.
- Strong problem-solving skills and ability to troubleshoot complex technical issues.
- Experience with ticketing systems (e.g., Zendesk, Jira) and support workflow management.
- Proficiency in working with APIs and troubleshooting integration issues.
- Experience supporting or configuring AI-driven analytics and automation tools.
- Excellent communication skills, both written and verbal.
- Ability to explain technical concepts to both technical and non-technical audiences.
- Collaborative mindset with an enthusiasm for client satisfaction and cross-functional teamwork. Nice to have
- Familiarity with SSO, SAML protocols, and SaaS tools/integration concepts.
- Familiarity with scripting and querying languages (e.g., Python, SQL) to enhance support processes.
- Understanding of cloud infrastructure and web technologies.
- A passion for emerging technology and a continuous learning mindset, eager to stay updated on the latest industry trends.
