Senior Product Support Analyst

Sage Recruiting Inc.; Markham; On-site; CAD 65,000 - 75,000; Full time

Job summary

A leading provider of SaaS solutions is seeking a Senior Product Support Analyst – Web. This full-time role involves troubleshooting technical challenges, optimizing support processes, and mentoring junior team members. Ideal candidates will have 5+ years in customer service, strong technical skills, and a customer-first mindset.

Benefits

Competitive salary

Career growth opportunities

Comprehensive benefits package

Dynamic and collaborative work environment

Business casual working environment

Qualifications

• 5+ years of experience in customer service, preferably in a SaaS or web-based product environment.
• Strong technical troubleshooting skills in Windows, iOS, and Android environments.
• Ability to work independently and collaboratively in a fast-paced setting.

Responsibilities

• Serve as a technical expert for web-related support inquiries.
• Troubleshoot and resolve complex client issues in a timely manner.
• Act as a liaison between clients and internal teams.

Skills

Technical troubleshooting

Customer service

Communication

Organizational skills

Tools

HTML

Content Management Systems (CMS)

Job description

We are looking for a Senior Product Support Analyst – Web to join a leading provider of SaaS solutions that power businesses across North America. This role is ideal for a customer-focused professional with experience supporting web-based products and services.

As a key member of the Support Team in a rapidly growing organization, you will be responsible for handling escalated client issues, troubleshooting complex technical challenges, and optimizing support processes. This is a full-time opportunity for someone who thrives in a fast-paced, client-centric environment.

Are you looking for a role that offers career growth, technical challenges, and an opportunity to make a real impact? If so, we’d love to hear from you!

What You’ll Be Doing:

• Serve as a technical expert for web-related support inquiries.
• Troubleshoot and resolve complex client issues in a timely manner.
• Act as a liaison between clients and internal teams, ensuring clear communication and resolution of technical concerns.
• Provide guidance and mentorship to junior support team members.
• Assist in managing support queues, emails, and call escalations to ensure prompt response times.
• Collaborate with internal departments to streamline support processes and improve efficiency.
• Maintain and update client-facing support documentation.
• Participate in on-call support rotations for emergency issues.
• Contribute to continuous learning initiatives, staying up to date with industry trends and company products.

What We’re Looking For:

• 5+ years of experience in customer service, preferably in a SaaS or web-based product environment.
• Strong technical troubleshooting skills, particularly in Windows, iOS, and Android environments.
• Experience with HTML, Content Management Systems (CMS), and mobile application support is an asset.
• Background in web reservations, online ordering applications, or similar platforms is preferred.
• Excellent organizational skills and ability to prioritize tasks efficiently.
• Strong verbal and written communication skills, with a customer-first mindset.
• Ability to work independently and collaboratively in a fast-paced setting.
• Comfortable working varied shifts between 8 AM – 8 PM EST, including participation in a pager rotation for emergency support on weekends.

Nice to Have:

• Experience in hospitality, golf clubs, or related industries.
• Exposure to software support in a SaaS environment.

What We Offer:

• Competitive salary: $65,000 – $75,000 + Bonus
• Career growth opportunities within a growing company
• Comprehensive benefits package
• A dynamic and collaborative work environment
• Great business casual working environment

This is an exciting opportunity for someone passionate about technical support, customer service, and web-based solutions. If you’re looking for a challenging and rewarding role, apply today!

Sage Recruiting is a Technical and Executive Recruitment company that partners with top-tier startups and SMBs across North America to build their Product and Engineering teams. As dedicated champions of diversity and empathetic engagement, we’re working to transform the recruitment industry into a more inclusive, transparent, and candidate-focused space. For more information, please see www.sagerecruiting.me or visit our Google Reviews page to see what people say about us!