Remote SaaS Operations & Incident Support Specialist

Strategic Resilience Group; Virginia, Northern (MN, KY); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Strategic Resilience Group seeks an Operations Support Specialist for Torren and VIZAQ tools in a remote capacity. You will serve as the main contact for client-reported issues, triage problems, and coordinate with developers to identify root causes and reproduction steps.

You will document incidents, produce user guides, and help improve usability based on client feedback while maintaining strong client communication and timelines. SaaS support experience is highly valued.

Qualifications

• Experience in technical support, product support, or customer success in a software or SaaS environment.
• Strong ability to communicate technical concepts to non-technical users.
• Working knowledge of APIs and system integrations, debugging and troubleshooting workflows, web-based platforms and data systems, and logs interpretation.
• Ability to interpret logs, error messages, and system behavior with strong organizational skills.
• Client-facing professionalism, responsiveness, and ownership in resolving issues.

Responsibilities

• Serve as the primary point of contact for client-reported issues, bugs, and technical inquiries related to Torren and VIZAQ.
• Triage and diagnose technical problems, identifying root causes where possible.
• Clearly communicate technical issues to backend developers, including reproduction steps and impact assessment.
• Maintain consistent client communication, providing updates, timelines, and resolutions.
• Support incident tracking and documentation, including ticketing and reporting trends.
• Collaborate with IRAD and engineering teams to prioritize fixes and improvements.
• Assist in developing user guides, FAQs, and troubleshooting documentation.
• Provide feedback on product usability and performance based on client interactions.

Skills

APIs & integrations

Debugging workflows

Web-based platforms

Logs interpretation

Communication

Ownership & accountability

Client-facing professionalism

Tools

Ticketing systems

Job description

Strategic Resilience Group seeks an Operations Support Specialist for Torren and VIZAQ tools in a remote capacity. You will serve as the main contact for client-reported issues, triage problems, and coordinate with developers to identify root causes and reproduction steps.

You will document incidents, produce user guides, and help improve usability based on client feedback while maintaining strong client communication and timelines. SaaS support experience is highly valued.