Global SaaS Support Engineer

This is an IT support group; Ohio; On-site; USD 45,000 - 65,000; Full time

Job summary

This is an IT support group is seeking a candidate to monitor and respond to customer support tickets, diagnose issues involving customer setups, Tavily products, and deployments across multiple time zones. The role requires coordinating with engineering, operations, documentation, and product teams to resolve bugs and communicate customer needs.

The ideal candidate will have at least two years of technical support experience in a technical B2B environment (SaaS platforms, developer tools, or

Qualifications

• Minimum of two years of technical support experience in a technical B2B environment (SaaS, developer tools, or cloud services).
• Experience escalating issues to Engineering or Customer Success and contributing to documentation and support improvements.

Responsibilities

• Monitor and respond to customer support tickets, diagnose issues involving customer setups, Tavily products, and deployments, and provide coverage across time zones.
• Coordinate with engineering, operations, documentation, and product teams to resolve bugs, communicate customer needs, track support KPIs, and improve self-service resources.

Skills

Technical Support

Helpdesk Support

Ticket Management

Technical Troubleshooting

Customer Support

SaaS Platforms

Developer Tools

Cloud Services

Issue Diagnosis

Bug Escalation

Cross-Functional Collaboration

Documentation

Knowledge Base Management

Customer Satisfaction (CSAT)

KPI Tracking

Continuous Improvement

Job description

This is an IT support group is seeking a candidate to monitor and respond to customer support tickets, diagnose issues involving customer setups, Tavily products, and deployments across multiple time zones. The role requires coordinating with engineering, operations, documentation, and product teams to resolve bugs and communicate customer needs.

The ideal candidate will have at least two years of technical support experience in a technical B2B environment (SaaS platforms, developer tools, or