Remote Enterprise SaaS Support Analyst

Centrl; New York, Palo Alto (NY, CA); Hybrid; USD 50,000 - 75,000; Full time

Job summary

CENTRL is a leading risk and compliance SaaS company hiring a Product Support Specialist to resolve client issues on the Enterprise platform. You will become a product expert, ensuring high service standards and guiding customers through functionality, configuration, and workflows.

You will work on developing support processes, collaborating with engineering, and contributing metrics and knowledge base improvements to support scale. This role is fully remote with a morning shift.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 1-3 years of experience in customer service for SaaS application support.

Responsibilities

• Develop customer support processes for a growing organization.
• Respond to product functionality and technical support requests for enterprise clients.
• Assist customers with application support, configuration guidance and flow recommendations.
• Troubleshoot issues and coordinate with engineering teams to resolve root causes.
• Provide feedback to product teams on enhancements and improvements.
• Develop usage metrics, analytics, and maintain knowledge base documentation.
• Identify opportunities to improve the customer experience.

Skills

Customer service

SaaS support

Technical aptitude

Problem solving

Communication skills

Education

Bachelor's degree or equivalent

Tools

Zendesk Support Suite

Job description

CENTRL is a leading risk and compliance SaaS company hiring a Product Support Specialist to resolve client issues on the Enterprise platform. You will become a product expert, ensuring high service standards and guiding customers through functionality, configuration, and workflows.

You will work on developing support processes, collaborating with engineering, and contributing metrics and knowledge base improvements to support scale. This role is fully remote with a morning shift.