Product Support Engineer

Enate; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Ein dynamisches Unternehmen sucht einen engagierten Product Support Engineer, der die Möglichkeit hat, in einem schnell wachsenden globalen SaaS-Umfeld zu arbeiten. In dieser Schlüsselrolle werden Sie für die Bereitstellung außergewöhnlicher Unterstützung für Kunden verantwortlich sein und gleichzeitig wertvolle Einblicke in das Release-Management gewinnen. Sie werden eng mit funktionsübergreifenden Teams zusammenarbeiten, um Probleme zu lösen und sicherzustellen, dass Kunden die bestmöglichen Erfahrungen machen. Wenn Sie eine Leidenschaft für Technologie haben und in einem kollaborativen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Erfahrung in kundenorientierten Produkt-Support-Rollen, idealerweise im SaaS-Bereich.
• Fähigkeit, Probleme strukturiert und unabhängig zu lösen.

Responsibilities

• Primärer Ansprechpartner für Support-Anfragen zu Enate-Implementierungen.
• Troubleshooting von Kundenproblemen und Bereitstellung von Lösungen.

Skills

Kundenorientierung

Problemlösungsfähigkeiten

Beziehungsmanagement

ITIL Kenntnisse

Technisches Verständnis

Kommunikationsfähigkeiten

Tools

Microsoft SQL Server

Microsoft Azure

Power BI

UI Path

SnapLogic

Job description

About the Opportunity

Are you seeking a role that accelerates your career while offering exposure to a fast-growing global SaaS company? This is your chance to make a real impact.

As a Product Support Engineer at Enate, you will play a crucial role in delivering exceptional support experiences to our global customer base. You will support customer implementations, troubleshoot issues, and drive timely resolutions in collaboration with cross-functional teams.

This role also offers exposure to release management, providing a holistic understanding of how product updates are planned and executed in enterprise environments.

The role follows a UK working hours shift pattern (9 am-6 pm UK Time, Monday to Friday), fitting into our 24/5 support team rota. There is occasional out-of-hours work to assist with client upgrades and maintenance, as well as coverage for public holidays on a rota basis.

Roles & Responsibilities

Support & Incident Management

• Act as the primary point of contact for support related to Enate implementations across our global customer base, covering both the Enate application and the Microsoft Azure platform.
• Troubleshoot customer issues and provide solutions to meet their requirements.
• Reproduce complex issues internally for deeper analysis and resolution by the development team.
• Investigate and resolve database-related support queries using Structured Query Language (SQL).
• Log and track support tickets with detailed documentation, coordinating with the Engineering team for resolution.
• Manage client expectations through transparent communication and timely updates.
• Deliver remote support through screen-sharing and telephonic sessions, ensuring high customer satisfaction.
• Adhere to internal SLAs and contribute to support KPIs. Escalate customer incidents to line management where applicable.
• Identify recurring issues and contribute to continuous improvement in support processes.
• Feed insights and learnings into product release planning and quality assurance cycles.

Release & Upgrade Management

• Participate in structured release management activities, following standardised processes.
• Assess risks and analyse potential impacts before implementing upgrades on customer environments.
• Support release readiness and coordinate with relevant teams for smooth rollouts.

Skills and Experience You’ll Bring

Core Experience

• Proven experience in customer-facing product support roles, preferably in enterprise SaaS businesses.
• Ability to resolve client issues independently with a structured approach.
• Strong relationship management skills, with the ability to build trust and rapport.
• Practical knowledge of service management principles (e.g., ITIL).
• A technical investigative mindset with attention to detail and a desire to see solutions implemented successfully.
• Experience coordinating with internal product and development teams to resolve technical issues.

Technical Proficiency

• Proficient in SQL, particularly in Microsoft SQL Server environments and understanding of relational databases.
• Working knowledge of web hosting and server configurations, especially Microsoft Azure. Awareness of DevOps principles is a bonus.
• Exposure to Power BI or other reporting tools, including dashboard design.
• Familiarity with APIs and automation platforms, e.g., UI Path, Blue Prism, etc.
• Awareness or knowledge of integration platform tools, preferably SnapLogic.

What We're Looking For

• Excellent verbal and written communication skills - clear, concise, and confident.
• Collaborative mindset; a team player who thrives in a cross-functional setup.
• High attention to detail and ownership mindset.
• Willingness to learn, evolve, and adapt in a fast-paced environment.
• A desire to embrace new technologies and contribute ideas to improve and develop team functions, including adopting AI where suitable.
• Exposure to global or Western client environments is a plus.