Incident Response Specialist – SaaS Ops & Troubleshooting

ICE; Omaha (NE); On-site; USD 55,000 - 75,000; Full time

Job summary

ICE in Omaha is looking for an Analyst, Client Services Operations to provide high-quality operational support, resolve client issues, and ensure seamless incident management. The ideal candidate will have over 2 years of technical support experience and will demonstrate proficiency with SaaS operations.

This position involves technical troubleshooting and professional communication with clients. Candidates should possess strong documentation skills and a customer-focused mindset.

Qualifications

• 2+ years of experience in technical support or client operations.
• Strong understanding of SaaS operations and client support workflows.
• Proficiency with Windows desktop environments and basic networking concepts.

Responsibilities

• Resolve client service requests and incidents within defined SLAs.
• Provide technical troubleshooting across ICE Mortgage Technology platforms.
• Communicate professionally with clients regarding issue status and resolutions.

Skills

Technical support experience

Customer communication

Troubleshooting skills

Knowledge of SaaS operations

Documentation skills

Job description

ICE in Omaha is looking for an Analyst, Client Services Operations to provide high-quality operational support, resolve client issues, and ensure seamless incident management. The ideal candidate will have over 2 years of technical support experience and will demonstrate proficiency with SaaS operations.

This position involves technical troubleshooting and professional communication with clients. Candidates should possess strong documentation skills and a customer-focused mindset.