About Cloud Assess
Cloud Assess is a leading SaaS platform designed to power competency-based training, assessment, and workforce development. We help organisations deliver scalable, compliant, and engaging learning experiences. As we continue to expand, we are looking for a dynamic, sales-driven professional who can combine pre-sales expertise with strong account management capabilities to support our growing customer base.
The Role
- Deep technical support expertise in SaaS / web applications diagnosing and resolving complex functional and technical issues, reading logs, reproducing defects, and working closely with Product/Engineering on escalations.
- Customer-centric communication skills able to translate technical problems into plain language, manage expectations, and keep both technical and non-technical stakeholders informed via email, phone, ticketing tools and remote sessions.
- Strong analytical & problem-solving ability structured approach to troubleshooting, root-cause analysis, and identifying patterns across multiple tickets to drive permanent fixes and product improvements.
- Experience supporting business-critical systems comfortable prioritising and handling incidents, outages and high-urgency issues, including coordinating with internal teams and following incident / escalation processes.
- Ownership of support processes and knowledge base able to refine workflows, improve SLAs, document solutions, create help content, and mentor more junior support team members.
- Data & tooling literacy confident using ticketing/CRM systems (intercom / Linear etc), reporting or BI tools, and basic querying (e.g. SQL, spreadsheets) to analyse trends, measure performance and inform decisions.
- Stakeholder collaboration across the business works closely with Customer Success, Product, Engineering and Sales to represent the voice of the customer and feed insights back into the product roadmap and service improvements.
- Background typically 35+ years in application / product support, technical support or customer support analyst roles, ideally within a SaaS or software environment. Experience in education, training or assessment technology is a plus but not a requirement.
Attributes
- Join a fast-growing global SaaS company that's shaping the future of training, assessment, and workforce competency. Your work will have a real impact across industries and communities.
- Be part of a genuinely supportive, collaborative team where your ideas are valued, your contributions are recognised, and you're encouraged to bring your best.
- Grow your career with us with access to ongoing development, opportunities to step up, and a clear pathway to expand your skills.
- Enjoy true flexibility with hybrid working arrangements that support balance, autonomy, and the way you work best.
Our Values
- Integrity: acting with honesty, doing right by customers and team, maintaining ethical standards.
- Inclusion: valuing diverse perspectives, fostering a culture where everyone belongs and is supported.
- Growth: embracing continuous improvement, innovation, and development in their product, in their people, and in organisational impact.
- Challenge: being ambitious, pushing boundaries, taking on complex problems, and striving to deliver excellent solutions.
