SaaS Product Support Engineer (Microsoft 365 & NetSuite)

Appficiency Inc.; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Appficiency Inc. is looking for a Product Support Engineer to provide customer support for NS products & Microsoft 365. The role involves resolving customer issues, gathering feedback, and maintaining ticket records. Ideal candidates should have over 3 years in technical support, strong communication skills, and familiarity with Microsoft 365 and NetSuite. This position is essential for ensuring customer satisfaction and product improvement, making it a key role in the customer success team.

Qualifications

• 3+ years in technical support or help desk experience, preferably at a SaaS company.
• Creative troubleshooter, with an analytical approach to problem solving.
• Self-motivated and can work autonomously in a high-speed environment.

Responsibilities

• Address and resolve customer issues promptly.
• Gather customer feedback to improve products or services.
• Maintain accurate records of customer tickets and report on key metrics.

Skills

Technical support experience

Communication skills

Problem-solving

Organization and multitasking

Education

Degree in computer science/engineering or equivalent work experience

Tools

Microsoft 365

NetSuite

Job description

Appficiency Inc. is looking for a Product Support Engineer to provide customer support for NS products & Microsoft 365. The role involves resolving customer issues, gathering feedback, and maintaining ticket records. Ideal candidates should have over 3 years in technical support, strong communication skills, and familiarity with Microsoft 365 and NetSuite. This position is essential for ensuring customer satisfaction and product improvement, making it a key role in the customer success team.