Cloud SaaS Support Engineer (Chat & Email)

Quik Hire Staffing; United States; Remote; GBP 30,000 - 42,000; Full time

Job summary

Quik Hire Staffing is recruiting for a Support Engineer to join a cloud-based platform team on a full-time basis. The role focuses on diagnosing and resolving technical issues reported by users via chat and email while maintaining high customer satisfaction.

You will collaborate with engineering teams to escalate complex issues, document solutions, and contribute to knowledge base articles. Strong English communication and experience in SaaS support with ticketing/CRM tools are essential.

Qualifications

• Experience providing technical support in a SaaS or cloud-based environment is required.
• Proficiency with ticketing systems and CRM tools for issue tracking and resolution is required.
• Strong written and verbal communication skills in English are required.
• Ability to troubleshoot technical issues across multiple operating systems and platforms is required.
• Experience with debugging tools and log analysis for issue resolution is preferred.

Responsibilities

• Diagnose and resolve technical issues reported by users via chat and email in a timely manner.
• Document solutions to common problems and update knowledge base articles for internal and external use.
• Collaborate with engineering teams to upscale and track complex technical issues to resolution.
• Provide clear, concise, and actionable guidance to users on platform features and best practices.
• Monitor and respond to platform-related inquiries in real time to minimize user downtime.

Skills

SaaS support

CRM & ticketing tools

English communication

Cross-platform troubleshooting

Knowledge base/documentation

Tools

Ticketing systems

CRM tools

Debugging tools

Log analysis

Job description

Quik Hire Staffing is recruiting for a Support Engineer to join a cloud-based platform team on a full-time basis. The role focuses on diagnosing and resolving technical issues reported by users via chat and email while maintaining high customer satisfaction.

You will collaborate with engineering teams to escalate complex issues, document solutions, and contribute to knowledge base articles. Strong English communication and experience in SaaS support with ticketing/CRM tools are essential.