Global SaaS Support Lead

EY; City of Edinburgh; On-site; GBP 55,000 - 70,000; Full time

Job summary

EY is hiring a Global SaaS Support Assistant Manager to deliver advanced technical support for EY’s tax technology platforms. You’ll work with product, content, and tax specialists to solve complex client challenges and drive the evolution of EY’s SaaS solutions.

Ideal candidates will have strong experience with SaaS platforms, cloud-based tech, and a customer-focused mindset, plus the ability to lead incidents and collaborate across multiple teams in a fast-paced environment.

Qualifications

• Experience in SaaS support across cloud-based technologies.
• Ability to explain technical concepts clearly to non-technical users.
• Experience in tax technology, tax operations, or professional services.
• Interest in automation, AI, and digital transformation.

Responsibilities

• Provide advanced troubleshooting for SaaS solutions and escalated issues.
• Act as Tier 2 escalation point; maintain high customer satisfaction.
• Collaborate with Product, Content, and Engineering to resolve client queries.
• Document solutions and best practices in internal knowledge bases to improve efficiency.
• Lead during incidents and outages, driving timely resolutions and post-incident reviews.
• Translate tax and business requirements into actionable feedback for technical teams.

Skills

SaaS support

Problem solving

Tax technology

Tech curiosity

Stakeholder management

Fast-paced work

Tools

SQL/NoSQL databases

APIs

AWS/Azure

Job description

EY is hiring a Global SaaS Support Assistant Manager to deliver advanced technical support for EY’s tax technology platforms. You’ll work with product, content, and tax specialists to solve complex client challenges and drive the evolution of EY’s SaaS solutions.

Ideal candidates will have strong experience with SaaS platforms, cloud-based tech, and a customer-focused mindset, plus the ability to lead incidents and collaborate across multiple teams in a fast-paced environment.