SaaS Escalations Engineer & Customer Advocate

Jobtailor; Dublin; On-site; EUR 65,000 - 90,000; Full time

Job summary

Jobtailor in Ireland is seeking a technically adept Support Specialist to resolve complex SaaS issues and guide Support and Customer Success teams.

You will troubleshoot APIs, collaborate with Product, build AI tooling, and contribute to knowledge bases while coaching teammates to deliver exceptional customer outcomes.

Qualifications

• Experience with backend monitoring, observability, and diagnostics tools such as ELK or OpenSearch logs.
• Strong experience troubleshooting APIs.
• Proficiency in one or more programming languages, such as Python or Ruby.
• Experience with building web applications
• Experience troubleshooting Microsoft products and working with M365 Admin.
• Strong communication skills and ability to build relationships across Support, Customer Success, and the business.
• Demonstrated ability to provide excellent technical SaaS support and troubleshooting.
• Proficiency in AI and a track record of building AI tools.
• Ability to handle time-sensitive and emotionally charged customer escalations with confidence and empathy.
• Ability to troubleshoot application logic and review code.
• Ability to work autonomously and with high accountability.

Responsibilities

• Provide consultation to Support and Customer Success teams on product and troubleshooting issues.
• Coach support agents to better serve clients.
• Manage escalated customer issues over phone and email.
• Methodically troubleshoot complex customer problems.
• Support and improve communication between Customer Success and Product regarding customer issues.
• Serve as a strong customer advocate.
• Cultivate professional relationships with Product Managers and Developers.
• Liaise between Support and Product during emergencies to convey key updates.
• Add to the knowledge base and run internal training sessions.
• Contribute to projects improving delivery and departmental processes.
• Perform other tasks assigned by Customer Support leadership.

Skills

Troubleshooting APIs

Proficiency in Python

Proficiency in Ruby

Building Web Applications

Troubleshooting Microsoft Products

Application Logic Troubleshooting

AI Tool Development

Strong Communication Skills

Empathy in Customer Escalations

Relationship Building

Tools

ELK

OpenSearch

BugSnag

DataDog

M365 Admin

Job description

• Provide consultation to Support and Customer Success team members, offering product and troubleshooting expertise to resolve customer issues
• Coach support agents to better serve clients
• Manage escalated customer issues over phone and email
• Methodically troubleshoot complex customer problems
• Support and improve communication between Customer Success and Product regarding customer issues
• Serve as a strong customer advocate
• Cultivate professional relationships with Product Managers and Developers
• Liaise between Support and Product during emergencies to convey key updates
• Add to the knowledge base and run internal training sessions
• Contribute to projects improving delivery and departmental processes
• Perform other tasks assigned by Customer Support leadership

Requirements

• Experience with backend monitoring, observability, and diagnostics tools such as ELK or OpenSearch logs, BugSnag, and DataDog
• Strong experience troubleshooting APIs
• Proficiency in one or more programming languages, such as Python or Ruby
• Experience with building web applications
• Experience troubleshooting Microsoft products and working with M365 Admin
• Strong communication skills and ability to build relationships across Support, Customer Success, and the business
• Demonstrated ability to provide excellent technical SaaS support and troubleshooting
• Proficiency in AI and a track record of building AI tools
• Ability to handle time-sensitive and emotionally charged customer escalations with confidence and empathy
• Ability to troubleshoot application logic and review code
• Ability to work autonomously and with high accountability

Core Competencies

Demonstrates expertise in troubleshooting complex customer issues, particularly with APIs and backend monitoring tools, while effectively communicating and building relationships across teams. Proficient in programming languages such as Python or Ruby and experienced in providing technical SaaS support.

Highest-signal resume keywords

• Troubleshooting APIs
• Backend Monitoring Tools
• Proficiency in Python
• Technical SaaS Support
• Strong Communication Skills

ATS Optimization Keywords

Hard Skills

• Troubleshooting APIs
• Proficiency in Python
• Proficiency in Ruby
• Building Web Applications
• Troubleshooting Microsoft Products
• Application Logic Troubleshooting
• AI Tool Development

Soft Skills

• Strong Communication Skills
• Empathy in Customer Escalations
• Relationship Building

Industry Keywords

• Customer Success
• Technical Support
• SaaS
• Knowledge Base Management

Tools & Technologies

• ELK
• OpenSearch
• BugSnag
• DataDog
• M365 Admin