SaaS Support Engineer

Manufacturo; Brea (CA); Hybrid; USD 50,000 - 75,000; Full time

Benefits offered by this job

401(k) Matching

Health, Dental, and Vision Insurance

Paid Time Off

Gym Membership Reimbursement

Phone reimbursement

Referral Program

Collaborative and Innovative Work Env

Job summary

Manufacturo in the United States seeks a SaaS Support Engineer to deliver top-tier technical support for our advanced manufacturing platform. You will diagnose issues, support production environments, and collaborate with product teams to provide effective solutions.

The role emphasizes customer success, strong technical ACumen, and proactive monitoring using Azure tools. Hybrid remote work is available in Brea, CA or fully remote options.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or equivalent experience.
• Experience troubleshooting software systems, preferably in SaaS/cloud environments.
• Knowledge of Azure Monitor, App Insights and Jira Service Management is a plus.

Responsibilities

• Configure, implement, and manage customer solutions on the Manufacturo platform.
• Provide exceptional technical support to customers in production environments.
• Investigate, troubleshoot, and resolve technical problems to minimize downtime.

Skills

Customer focus

Troubleshooting

Analytical thinking

SaaS/cloud experience

Communication

C#/.NET

MSSQL

Education

Bachelor's degree in CS/IS

Tools

Azure Monitor

App Insights

Jira Service Management

Job description

About the Company

Are you ready to work alongside and learn from former SpaceX software leaders? Do you thrive in an environment where your contributions are valued, your voice is heard, and your work has a massive impact? Are you passionate about solving complex technical challenges for cutting-edge industries like aerospace, clean energy, and hypercars? If so, Manufacturo is the perfect place to launch your career and make a difference!

At Manufacturo, we are building the future of advanced manufacturing. Our next-generation SaaS platform powers operations for some of the most innovative industries, including:

• Aerospace and Commercial Space
• Autonomous and Hypersonic Aircraft
• Satellite Technology
• Clean Energy Solutions
• Hypercars

Our team includes software experts and former leaders from SpaceX and other leading technology companies. Joining us means working with a world-class team and cutting-edge tools to revolutionize manufacturing operations globally.

Position Overview

We are seeking a SaaS Support Engineer to provide exceptional technical support for our advanced manufacturing platform. In this role, you will be the first line of defense in ensuring our customers' success by diagnosing and resolving technical issues, supporting production environments, and collaborating with internal product teams to deliver solutions. This is an ideal opportunity for a motivated problem-solver with strong technical acumen and a passion for customer success.

Key Responsibilities

• Customer Solution Management: Configure, implement, and manage customer solutions on the Manufacturo platform, ensuring seamless integration and performance.
• Technical Support: Provide exceptional technical support to customers, addressing and resolving issues across production environments promptly and professionally.
• Incident Diagnosis and Resolution: Investigate, troubleshoot, and resolve technical problems, minimizing downtime and operational disruptions.
• Collaboration: Work closely with product and development teams to elevate and resolve complex issues, submitting code changes when necessary.
• Monitoring and Analysis: Utilize tools like Azure Log Analytics, App Insights, and Azure Monitor to monitor system health and proactively address performance concerns.
• Process Improvement: Document troubleshooting steps, create knowledge bases, and continuously improve support processes for efficiency and scalability.
• Training and Guidance: Provide training and best practices to customers, ensuring they maximize value from our platform.
• System Performance Monitoring: Regularly review system logs, performance metrics, and error reports to identify trends and opportunities for optimization.

Qualifications

Required Skills & Experience:

• Customer Success Focus: Passion for delivering exceptional service and building positive relationships.
• Technical Expertise: Experience troubleshooting software systems, preferably in SaaS/cloud environments.
• Problem Solving: Strong analytical and investigative skills with the ability to diagnose technical issues effectively.
• Technical Tools:
• Monitoring tools: Azure Log Analytics, App Insights, Azure Monitor (or equivalent).
• Service management tools: Jira Service Management or similar platforms.
• Programming Knowledge: Familiarity with the following technologies is a plus:
• C#/.NET
• MSSQL
• Education: Bachelor's degree in Computer Science, Information Systems, or equivalent experience.

Preferred Skills:

• Experience supporting or implementing manufacturing systems.
• Knowledge of SaaS architecture, cloud platforms (Azure preferred), and microservices.
• Experience debugging cloud applications and deploying fixes.

Benefits and Perks

• Competitive Salary: $50,000 - $75,000 per year
• 401(k) Matching
• Health, Dental, and Vision Insurance
• Paid Time Off
• Gym Membership Reimbursement: Up to $40/month ($480/year)
• Company Cell Phone or Reimbursement: Up to $75/month ($900/year)
• Referral Program
• Collaborative and Innovative Work Environment

Schedule and Work Environment

• Schedule: Monday - Friday, 8-hour shifts
• On-Call Support: Rotational schedule for after-hours support
• Location: Hybrid remote in Brea, CA 92821 or fully remote

Why Join Manufacturo?

• Be part of a fast-growing, high-impact company revolutionizing high-tech manufacturing.
• Collaborate with top-tier engineers, developers, and leaders in the software and manufacturing industries.
• Work on innovative projects that push boundaries in aerospace, clean energy, and advanced manufacturing.
• Grow your skills and career alongside an exceptional team.

Manufacturo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.