SaaS Support Engineer (Remote)

Persuit 1; United States; Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health Care Plan

Retirement Plan (401k)

Paid Time Off

Family Leave

Training & Development

Wellness Resources

Job summary

PERSUIT is seeking a Customer Support Associate to join our remote/hybrid team in the United States. You’ll handle incoming requests, troubleshoot issues, and guide users through the platform with empathy and precision.

You will collaborate with Engineering, Product, and Customer Experience to resolve escalations, improve processes, and contribute to documentation and onboarding. A strong customer focus and technical curiosity are essential to succeed.

Qualifications

• 3+ years of experience in a SaaS customer support role in a B2B environment.
• Experience managing a customer support ticket queue and prioritizing multiple tasks.
• Strong technical curiosity and ability to troubleshoot platform issues.
• Excellent written and verbal communication with customers.
• Ability to make thoughtful decisions when prioritizing and escalating issues.
• Collaborative mindset across Engineering, Product, and Customer Experience.
• Ownership mentality to see problems through to resolution.

Responsibilities

• Manage and resolve customer support requests with timely, high-quality responses.
• Work directly with users through resolution, managing expectations with empathy.
• Troubleshoot issues and determine when escalation is needed.
• Coordinate with Engineering to track escalations and bugs to resolution.
• Contribute to onboarding and data quality checks during configuration.
• Develop knowledge of the PERSUIT platform to guide users.
• Identify recurring issues and suggest product improvements.
• Create and maintain self-service documentation and guides.

Skills

SaaS support

Ticket queue management

Technical curiosity

Communication skills

Decision making

Independent work

Cross-functional collaboration

Ownership mindset

Tools

Zendesk

Jira

Slack

BI tools

Job description

PERSUIT is seeking a Customer Support Associate to join our remote/hybrid team in the United States. You’ll handle incoming requests, troubleshoot issues, and guide users through the platform with empathy and precision.

You will collaborate with Engineering, Product, and Customer Experience to resolve escalations, improve processes, and contribute to documentation and onboarding. A strong customer focus and technical curiosity are essential to succeed.