Remote Senior Enterprise SaaS Support Engineer

Jobs247; Ardrossan; Remote; GBP 65,000 - 90,000; Full time

Job summary

Jobs247 is seeking a Senior Technical Support Specialist for London to ensure support insights influence roadmap and quality improvement within the 5.7 Support Operations & Excellence. This role is not L1 / call-centre support, nor just escalation to engineering.

You will support enterprise SaaS platforms in production, handle escalations and incidents, communicate during incidents without speculation, own customer-reported issues from intake to resolution, and help improve on-call hygiene and

Qualifications

• Experience supporting enterprise SaaS platforms in production.
• Experience handling escalations and incidents.
• Customer-facing experience with senior stakeholders.

Responsibilities

• Ensure no issue is lost between teams.
• Communicate during incidents clearly and without speculation.
• Own customer-reported issues from intake to resolution, adhering to SLAs.
• Improve on-call hygiene and escalation clarity.

Job description

Jobs247 is seeking a Senior Technical Support Specialist for London to ensure support insights influence roadmap and quality improvement within the 5.7 Support Operations & Excellence. This role is not L1 / call-centre support, nor just escalation to engineering.

You will support enterprise SaaS platforms in production, handle escalations and incidents, communicate during incidents without speculation, own customer-reported issues from intake to resolution, and help improve on-call hygiene and