Remote Senior SaaS Support Engineer

Exiger; New York (NY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote/hybrid flexibility

Professional development

Job summary

Exiger is seeking a Senior Application Support Specialist to deliver world-class service to SaaS customers and internal teams. You will troubleshoot, analyze issues, and engage product, development, and infrastructure teams in a fast-paced environment.

This role supports remote or hybrid work arrangements and follows a schedule from 8:00 AM to 5:00 PM EST. Must be a US citizen with the ability to obtain Top-Secret clearance after one year.

Qualifications

• Four+ years of application support experience in a technical environment.
• Experience with SAAS applications and cloud platforms.
• Familiarity with Unix/Linux OS and scripting (Bash, Perl, Python).
• Strong written and verbal communication; ability to manage projects independently.
• Proven ownership, accountability and teamwork in fast-paced settings.
• Experience with service desk software (Salesforce, Zendesk, ServiceNow, Jitbit, Desk.com).
• Experience with JIRA project management.

Responsibilities

• Develop extensive knowledge of the product suite and customer workflows.
• Own projects and process improvements from planning to completion.
• Balance reactive support with long-term priorities and deadlines.
• Identify opportunities to improve support processes and automation.
• Provide end-user support via phone, email, and in-person when needed.
• Coordinate and validate new implementations and upgrades.
• Prioritize and route support requests; escalate as required.
• Collaborate with development staff on testing new releases.
• Assist with sales support using product knowledge and client relationships.
• Troubleshoot problems to minimize response times and downtime.
• Proactively optimize support procedures and automate where possible.
• Ensure customer satisfaction through end-to-end support solutions.
• Participate in incident management and on-call rotations.

Skills

SAAS applications

Unix/Linux

Bash

Python

Perl

SQL

Service desk tools

Salesforce

Zendesk

ServiceNow

Jira

Communication skills

Project management

Tools

Salesforce

Zendesk

ServiceNow

Jitbit

Desk.com

Jira

Job description

Exiger is seeking a Senior Application Support Specialist to deliver world-class service to SaaS customers and internal teams. You will troubleshoot, analyze issues, and engage product, development, and infrastructure teams in a fast-paced environment.

This role supports remote or hybrid work arrangements and follows a schedule from 8:00 AM to 5:00 PM EST. Must be a US citizen with the ability to obtain Top-Secret clearance after one year.