Premium Support Consultant

About Us

Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.

The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and significantly reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy.We Are An Equal Opportunity Employer:

Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.

Job Description

We are seeking a highly skilled Premium Support Consultant to provide white-glove technical support to our enterprise and strategic customers. As part of our Premium Support team, you will act as a trusted advisor and escalation point for complex technical issues, ensuring our customers experience seamless product adoption, maximum value realization, and minimal disruption.

This role requires strong technical expertise, customer-first mindset, and excellent communication skills to manage high-touch interactions with premium customers.

• Serve as the primary technical point of contact for premium/enterprise customers, managing critical support cases end-to-end.
• Provide personalized, proactive, and high-priority support, ensuring rapid resolution of escalated technical issues.
• Collaborate with Engineering, Product, and Customer Success teams to resolve complex technical problems and influence product improvements.
• Deliver root cause analysis (RCA) and create preventative action plans to reduce recurring issues.
• Guide customers on best practices, configurations, integrations, and optimization of our SaaS procurement solutions.
• Maintain detailed documentation of customer interactions, troubleshooting steps, and solutions.
• Conduct regular technical health checks and reviews with premium customers to ensure system stability and adoption.
• Act as a customer advocate internally, ensuring their feedback informs product roadmaps and service enhancements.

Job Requirement

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in Technical Support, Solution Consulting, or Customer Success roles (SaaS or enterprise software preferred).
• Must have experience working with procurement, ERP, or S2P solutions is a strong plus.
• Strong expertise in Application Support, and troubleshooting complex enterprise environments.
• Proven ability to handle critical escalations and high-pressure customer situations.
• Excellent communication skills with the ability to explain technical solutions to both technical and business stakeholders.
• Strong problem-solving skills with a customer-first mindset.

• Opportunity to work with global Fortune 500 clients in a high-impact, premium support capacity.
• A collaborative and innovative work culture where customer satisfaction is at the heart of what we do.
• Professional growth opportunities with exposure to cutting-edge SaaS procurement technology.
• Competitive compensation and benefits.

About Zycus:

Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.

The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and significantly reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy.