Global SaaS Support Manager (Tax Tech)

EY; Birmingham; On-site; GBP 55,000 - 75,000; Full time

Job summary

EY seeks a Global SaaS Support Assistant Manager to deliver advanced technical support for EY's tax technology platforms. You will troubleshoot complex issues, collaborate with product and tax experts, and help drive the evolution of EY’s digital tax solutions.

You will engage with clients, manage Tier 2 escalations, and contribute to knowledge sharing and incident management within a fast-paced, globally connected team environment.

Qualifications

• Strong experience supporting SaaS platforms and cloud-based tech across systems, apps and networks.
• Ability to translate complex technical issues into clear guidance for non-technical users.
• Experience in tax tech or professional services is advantageous.

Responsibilities

• Provide advanced technical support for EY SaaS solutions and troubleshoot escalated issues.
• Engage with customers to ensure timely, proactive updates and high satisfaction.
• Collaborate with Product, Content, Tech and other teams to investigate and resolve client queries.
• Document solutions and best practices in internal knowledge bases to improve team efficiency.
• Lead during critical incidents and outages; drive resolution and post-incident reviews.
• Develop understanding of EY’s tax tech products and translate requirements to technical teams.

Skills

SaaS support

Cloud-based tech

Problem solving

Customer focus

Stakeholder mgmt

Incident mgmt (ITIL)

Clear communication

Education

Bachelor's degree

Tools

SQL/NoSQL

APIs

AWS/Azure

Ticketing systems

Job description

EY seeks a Global SaaS Support Assistant Manager to deliver advanced technical support for EY's tax technology platforms. You will troubleshoot complex issues, collaborate with product and tax experts, and help drive the evolution of EY’s digital tax solutions.

You will engage with clients, manage Tier 2 escalations, and contribute to knowledge sharing and incident management within a fast-paced, globally connected team environment.