SaaS Product Support Engineer — Customer Advocate

Namely; Mountain View (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Namely’s product support team seeks a Product Support Engineer to deliver frontline technical and functional assistance for Galaxy’s SaaS solutions. You will blend problem solving with clear communication to ensure timely, SLA‑driven outcomes across phone and Salesforce case channels.

Ideal candidates are customer‑focused, with 1 year in SaaS support, strong troubleshooting skills, and experience navigating web applications and network tools.

Qualifications

• 1 year of customer support experience, ideally SaaS.
• Experience supporting HRIS/CRM or cloud-based systems is a plus.
• Strong customer-centric mindset with problem-solving orientation.
• Excellent verbal and written communication skills.
• Ability to stay organized and meet SLAs while handling multiple cases.

Responsibilities

• Develop a strong understanding of Galaxy’s product suite and underlying technologies.
• Provide phone and written support to customers, resolving technical and functional issues of varied complexity.
• Diagnose and troubleshoot problems using tools such as developer consoles, network diagnostics, and log analysis.
• Assess case severity and business impact, escalating appropriately when needed.
• Ensure high customer satisfaction by responding promptly, communicating clearly, and meeting SLA expectations.
• Follow established workflows and guidelines for case handling.
• Contribute to internal knowledge by documenting solutions and sharing insights with peers.
• Manage and resolve customer issues via both synchronous (phone) and asynchronous (web support) channels.

Skills

Customer focus

SaaS support

Verbal & written comms

De-escalation

Multi-tasking

Cross-team collaboration

Troubleshooting web apps

Tools

Fiddler

Browser dev tools

HTTP basics

Job description

Namely’s product support team seeks a Product Support Engineer to deliver frontline technical and functional assistance for Galaxy’s SaaS solutions. You will blend problem solving with clear communication to ensure timely, SLA‑driven outcomes across phone and Salesforce case channels.

Ideal candidates are customer‑focused, with 1 year in SaaS support, strong troubleshooting skills, and experience navigating web applications and network tools.