SaaS Support Senior/ Supervising Associate

EY; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

EY in London seeks a Global SaaS Support Specialist to ensure smooth assistance to our SaaS clients across lifecycle. You will troubleshoot advanced issues, engage with Tier-2 staff, and act as bridge between support and engineering.

You’ll collaborate with Product, Content and Tech teams, document solutions, manage incidents, and help improve processes. The role requires strong technical and customer empathy, with experience in SaaS, cloud tech, and ITIL-like practices.

Qualifications

• Strong experience with SaaS platforms and cloud-based technologies.
• Excellent troubleshooting skills across system, application and network levels.
• Strong communication skills to explain complex technical issues to customers.

Responsibilities

• Provide advanced troubleshooting and resolution of escalated technical issues related to SaaS solutions.
• Act as escalation point for Tier 2 support staff and ensure timely resolutions.
• Collaborate with Product, Content, Technical and other teams to investigate and resolve client queries.
• Document solutions, workarounds and best practices in internal knowledge bases.
• Take the lead during critical incidents and outages and drive resolutions.

Skills

SaaS platforms

Cloud-based technologies

Troubleshooting

Customer communication

Tools

Ticketing systems

APIs

Cloud infrastructure (AWS/Azure)

Job description

The opportunity

With the continuing and rapid development of tax technology solutions and in particular Software-as-a-Service (SaaS) solutions, it is necessary to enhance our Support Department to continue to achieve success as it grows. In preparation for the future, EY Tax and Law have created a new “Centre of Excellence” (CoE) to support SaaS solutions throughout their lifecycle.

Your key responsibilities

As Global SaaS Support Specialist you will play a pivotal role in ensuring the smooth and efficient assistance to our SaaS solutions’ clients. Your responsibilities include:

• Technical Support
  • Provide advanced troubleshooting and resolution of escalated technical issues related to our SaaS solutions.
  • Work on complex, multi‑faceted problems, often involving intricate issues within tax and/or law.
  • Use a variety of tools and logs to investigate and resolve issues quickly, ensuring a fast resolution to the user.
• Customer Engagement
  • Act as a point of escalation for Tier 2 support staff, handling critical customer issues that require advanced technical expertise.
  • Maintain high customer satisfaction by ensuring timely and effective resolutions, clear communication, and providing proactive updates.
  • Develop and maintain strong relationships with clients, becoming a trusted advisor for our SaaS users.
• Collaboration with Stakeholders
  • Collaborate with Product, Content, Technical and other teams to investigate and resolve clients’ queries.
  • Identify common customer pain points and work with product teams to suggest improvements or new features that address these issues.
  • Act as a bridge between support and engineering teams, ensuring that customer feedback and bug reports are communicated clearly and acted upon.
• Knowledge Sharing
  • Foster a collaborative culture focused on knowledge share and mutual help and guidance.
  • Document solutions, workarounds, and best practices in internal knowledge bases to help improve team efficiency.
  • Continuously improve and optimise support workflows and processes to enhance team performance.
• Incident Management
  • Take the lead during critical incidents and outages, managing communication with internal stakeholders and driving resolution.
  • Participate in post‑incident reviews to identify root causes and implement preventive measures to avoid recurrence.

To qualify for the role you must have

• Technical Expertise
  • Strong experience with SaaS platforms, and/or cloud‑based technologies.
  • Proficiency in troubleshooting at the system, application and network levels.
• Problem‑Solving & Analytical Skills
  • Excellent troubleshooting skills with the ability to quickly identify and resolve complex technical issues.
  • Strong critical thinking and problem‑solving abilities, with a focus on customer experience.
  • Ability to break down complex technical concepts into clear, understandable communication for customers.
• Customer‑Focused Mindset
  • Excellent verbal and written communication skills with the ability to communicate technical issues effectively and guide users step by step.
  • Experience in handling customer queries including managing difficult situations with professionalism and empathy.
• Soft Skills
  • Strong interpersonal skills and the ability to work collaboratively with cross‑functional teams.
  • Ability to manage time effectively, prioritise tasks and work under pressure in a fast‑paced environment.
  • Strong analytical skills and change management skills as well as the ability to independently drive initiatives forward.
  • Identifies opportunities to improve processes and strategies.
  • Able to manage a range of stakeholders with responsibility covering multiple software applications.

Ideally, you’ll also have

• 4+ years of experience in a technical support role, preferably within a SaaS or cloud‑based environment.
• Experience with database queries (SQL, NoSQL), APIs and integration issues.
• Knowledge of web technology and familiarity with cloud infrastructure (AWS, Azure).
• Experience working with ticketing systems and support management tools.
• Experience in a large global organisation, ideally within the legal and/or tax sectors.
• Familiarity with ITIL or other incident management frameworks.
• Knowledge of GDPR and other security best practices in SaaS environments.
• Prior experience as a senior support engineer or team lead is a plus.

What we offer you

At EY, we develop you with future‑focused skills and equip you with world‑class experiences. We empower you in a flexible environment and fuel your extraordinary talents in a diverse and inclusive culture of globally connected teams.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability‑related adjustments or accommodations you may need.

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