Enterprise Support Engineer - Global SaaS (Hybrid London)

United States Digital Space LLC; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

United States Digital Space LLC is seeking an Enterprise Specialist for the Product Support team to partner with the Enterprise Support Manager, delivering high-quality support for strategic customers. You will diagnose issues, propose solutions, and advocate across Sales, Product, and Engineering.

This full-time hybrid role can be held from our London hub, offering cross-region collaboration and scalable support for complex use cases.

Qualifications

• 3+ years' experience in a Support environment for a technical SaaS product, ideally supporting Enterprise customers.
• Experience troubleshooting SAML/SSO configurations for large-scale organizations.
• Experience working with system administration for large end-user communities or guiding customers through complicated implementations.
• Experience evaluating business impact of technical issues to drive cross functional alignment, prioritization, and timely resolutions.
• Fluent in Korean

Responsibilities

• Develop expertise of the company's products and the journey of our customers, from Product Designers to Account Administrators, to accurately diagnose sophisticated inquiries
• Interact with the company customers daily via email, taking ownership over cases from start to resolution
• Partner closely with Sales teams to guide large scale organizations through complex workspace configurations, acting quickly to address technical issues and ensuring successful account setup
• Operate as the voice of the customer, capturing both product and process gaps in the experience and presenting data-backed cases for new feature development and process automation
• Act as designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution
• Identify trends and communicate insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements
• Engage in pilot programs and experimentation to identify efficient approaches for delivering fast and personalized interactions to meet performance expectations and customer commitments
• Recommend foundational tooling and processes in partnership with our Product Support Operations teams to ensure we are set up to scale

Skills

Enterprise SaaS support

SAML/SSO troubleshooting

SCIM configurations

Customer communication

Korean

Tools

Adobe XD

Sketch

Framer

Job description

United States Digital Space LLC is seeking an Enterprise Specialist for the Product Support team to partner with the Enterprise Support Manager, delivering high-quality support for strategic customers. You will diagnose issues, propose solutions, and advocate across Sales, Product, and Engineering.

This full-time hybrid role can be held from our London hub, offering cross-region collaboration and scalable support for complex use cases.