Technical Support Consultant, SaaS

Jobtailor; Deutschland; Remote; EUR 42.000 - 66.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a customer support specialist to manage inquiries in a SaaS environment. You will handle email and phone requests, troubleshoot issues, and guide customers through self-service options.

You will work with cross-functional teams to improve automation and overall customer experience, using Zendesk/Jira and AI-assisted workflows. A strong analytical mindset and English fluency are essential.

Qualifikationen

• Excellent English skills (C1 for both spoken and written).
• 1–3 years of experience in a customer support role within a SaaS, software or technical environment.
• Experience using ticketing systems such as Zendesk, Jira or similar support platforms.
• Comfortable navigating technical tools or admin interfaces.
• Experience applying AI to enhance internal operational workflows and elevate customer-facing deliverables.
• Strong troubleshooting and problem-solving skills.
• Analytical mindset with ability to identify patterns across support data.
• Ability to manage multiple tasks and priorities simultaneously.
• Commitment to delivering high-quality customer service and meeting performance targets.
• Personal laptop or computer with at least 8GB RAM.
• Stable internet connection with minimum 50 Mbps download and 40 Mbps upload.
• Experience in software development, APIs or other technical roles is a plus.

Aufgaben

• Deliver customer support and service requests via email and calls, including occasional remote calls.
• Provide Tier 1 and Tier 2 support, troubleshoot product behaviors, reproduce issues, and escalate when needed.
• Investigate internal tooling, logs, configuration files, and databases to triage and diagnose issues.
• Escalate issues and keep the customer updated on progress and resolution.
• Perform routine configuration maintenance within pre-approved scopes.
• Support delivery tasks such as testing customer configuration changes.
• Act as a product expert and explain platform capabilities and self-service options.
• Monitor automated chatbot workflows and suggest improvements.
• Collaborate with other teams to investigate complex issues and improve customer experience.

Kenntnisse

Troubleshooting

Pattern recognition

Configuration maintenance

AI in workflows

Software development

APIs

Problem-solving

Time management

Communication

Tools

Zendesk

Jira

Automated chatbot workflows

Jobbeschreibung

• Deliver customer support and service requests via email and calls, including occasional remote calls
• Provide Tier 1 and Tier 2 support, troubleshoot product behaviors, reproduce reported issues, and escalates complex issues
• Investigate internal tooling, automated logs, customer configuration files, and databases to triage and diagnose issues
• Escalate issues to the appropriate team and remain the customer's main point of contact with progress, impact, and resolution updates
• Perform routine, low-complexity configuration maintenance within pre-approved scopes
• Support delivery tasks such as testing customer configuration changes
• Act as a product expert and explain platform capabilities, limitations, and self-service solutions
• Monitor automated chatbot workflows and suggest improvements
• Collaborate with other teams to investigate complex issues and improve customer experience

Requirements

• Excellent English skills (C1 for both spoken and written)
• 1–3 years of experience in a customer support role within a SaaS, software or technical environment
• Experience using ticketing systems such as Zendesk, Jira or similar support platforms
• Comfortable navigating technical tools or admin interfaces
• Experience applying AI to enhance internal operational workflows and elevate customer-facing deliverables
• Strong troubleshooting and problem-solving skills
• Analytical mindset, proficiency in pattern-recognition and trends across customer support data
• Ability to manage multiple tasks and priorities simultaneously
• Commitment to delivering high-quality customer service and meeting performance targets
• Personal laptop or computer with at least 8GB of RAM
• Stable internet connection with minimum 50 Mbps download and 40 Mbps upload
• Experience in software development, APIs or other technical roles is a plus

Core Competencies

Demonstrates expertise in customer support within a SaaS environment, utilizing strong troubleshooting and analytical skills to enhance customer experience. Proficient in using ticketing systems and navigating technical tools while maintaining high-quality service delivery.

Highest-signal resume keywords

• Customer Support Experience
• Troubleshooting Skills
• Ticketing Systems (Zendesk, Jira)
• Analytical Mindset
• Technical Tool Navigation

Hard Skills

• Troubleshooting
• Pattern Recognition
• Configuration Maintenance
• AI Application in Workflows
• Software Development
• APIs

Soft Skills

• Problem-Solving
• Time Management
• Communication

Industry Keywords

• SaaS
• Technical Support
• Customer Experience
• Service Requests

Tools & Technologies

• Zendesk
• Jira
• Automated Chatbot Workflows