We are seeking a Technical Support Analyst to provide application support in a SaaS-based environment. This role will support customers by troubleshooting technical issues, collaborating cross-functionally, and ensuring timely resolution in accordance with established SLAs and processes.
Key Responsibilities
- Provide technical support for a SaaS platform, including investigation and resolution of customer issues.
- Research, reproduce, diagnose, and troubleshoot issues involving data integrations and file-based transmissions.
- Work with technologies including SQL, AS2, EDI, XML, and flat files
- Log, track, and manage issues using Jira and Salesforce, ensuring accurate documentation and timely escalation
- Escalate issues in accordance with Standard Operating Procedures and communicate status clearly to stakeholders
- Collaborate with Engineering, Product, and Customer Success teams to drive issue resolution and process improvements
Required Skills & Experience
- Proven experience as a Technical Support Analyst or similar role in a SaaS environment
- Strong technical troubleshooting skills with hands-on experience in SQL, AS2, EDI, XML, and flat files
- Experience working with ticketing systems such as Jira and Salesforce
- Excellent written and verbal communication skills
