EMEA Enterprise SaaS Support Analyst

Speria

Sweden

On-site

SEK 420,000 - 600,000

Full time

3 days ago

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Job summary

Speria is seeking a customer-focused Support Analyst to join the Global Support team in Sweden. You will help enterprise software customers resolve technical issues and keep them informed throughout the support process.

You will diagnose, troubleshoot, and guide customers, reading SQL for data issues and contributing to knowledge articles. Collaboration with Dev, Projects, and cross-teams is essential for post-go-live stability and continuous improvement.

Qualifications

Experience supporting customers in a B2B software or SaaS environment.
Experience using a ticketing platform and tracking issues.
Strong SQL reading and data logic understanding.

Responsibilities

Provide Level 1 and Level 2 support, diagnose and resolve issues, and communicate with customers.
Investigate application, configuration, data, and software issues with structured troubleshooting.
Read and interpret SQL to support data-related investigations.
Document support activity and resolutions in the system.
Deliver clear status updates and next steps to customers.
Collaborate with Development, Projects and other teams on defects.
Support customers during post-go-live hypercare and stabilize implementations.
Create and improve knowledge articles and troubleshooting guides.
Identify recurring issues and contribute to product and process improvements.
Grow product expertise and share knowledge with teammates.