SaaS Support Engineer - Cloud Platform

Jedox AG; Boston (MA); Remote; USD 85,000 - 115,000; Full time

Job summary

Jedox AG in the Boston area is seeking a Support Engineer to be the trusted first point of contact for customers, triaging and resolving issues with AI-assisted tooling while upholding high quality standards across the Americas.

You will manage tickets, classify cases, validate AI-driven solutions, communicate clearly, handle cloud configurations, escalation and case ownership, and contribute to knowledge bases and FP&A-related context.

Qualifications

• 3+ years in SaaS/technical support in a fast-paced environment.
• CS/Engineering degree or commensurate software experience.
• Interest in FP&A or finance processes and strong English.
• Experience with BI, planning software, or finance systems is a plus.
• Strong analytical and customer-facing skills; solid IT fundamentals.

Responsibilities

• Ticket management and SLA adherence with proper priority handling.
• Triaging, classifying and enriching incoming tickets promptly.
• Validate AI-generated solutions before sharing with customers.
• Clear customer communication via email, phone and video.
• Cloud administration and customer portal access setup.
• Escalation management and ownership of escalated cases.
• Contribute to knowledge base and process improvements.
• Understand FP&A workflows to assess technical issues in business context.

Skills

SaaS support

Analytical thinking

Written & verbal English

Customer communication

Pacific Time availability

Education

Bachelor's or Master's in CS or Engineering

Tools

Kubernetes

Docker

Azure

ITIL

SRE practices

Salesforce Service Cloud

Windows

Linux

Excel

Job description

Jedox AG in the Boston area is seeking a Support Engineer to be the trusted first point of contact for customers, triaging and resolving issues with AI-assisted tooling while upholding high quality standards across the Americas.

You will manage tickets, classify cases, validate AI-driven solutions, communicate clearly, handle cloud configurations, escalation and case ownership, and contribute to knowledge bases and FP&A-related context.