
SaaS Support Analyst
4 days ago
Role Overview:
As a Support Specialist, you'll handle Level 1 and 2 support, manage tickets during US nighttime hours, perform UAT and regression testing, maintain client communication, and provide weekly status reports.
Key Responsibilities:
- Level 1 and 2 support, including:
- Handling ticket intake during US nighttime hours
- Validating issues, and assigning appropriate severity and priority
- Triage tickets to resolution and document steps taken to resolve issues or questions
- Following the escalation process with the engineering team
- Maintaining communication and updates to clients
- Updating the ticket with any changes to the status, severity, or state of the ticket
- Handing off tickets to US based counterparts
- Weekly ticket refinement and clean-up
- UAT and Regression testing
- Testing new releases and updates to SaaS products
- Validating use cases and reporting back to engineering
- Providing weekly status reports weekly ticket summary, what happened, what are you working on, what are you blocked by, and what are you doing next
Qualifications and Skills:
- 2-5 years of SaaS software support
- English speak at high proficiency
- Technical experience in managing Azure cloud deployments
- Experience in python and java a plus
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