SaaS Technical Support Engineer — Remote

Firstup; United States; Remote; USD 55,000 - 70,000; Full time

Benefits offered by this job

PTO program

Health benefits

Remote work

Casual environment

Leadership growth

Job summary

Firstup is seeking a Technical Support Engineer to handle customer questions, incidents, and feature requests with low to moderate complexity. You will become an expert in the product, proactively manage tickets, and collaborate across teams to resolve issues while meeting SLA goals.

A technical IT background and SaaS familiarity are preferred. The role supports remote work with a strong emphasis on clear communication, problem solving, and prioritization.

Qualifications

• Bachelor’s Degree in Information Technology, or similar field of study, or commensurate professional experience.
• Three or more years of customer service experience.
• Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner.
• Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff.

Responsibilities

• Become an expert in the product.
• Proactively manage and respond to support tickets.
• Collaborate with other teams to resolve product issues and escalate when needed.
• Understand, interpret, reproduce, and diagnose customer problems.
• Perform Root cause Analysis.
• Meet individual case management and SLA goals.
• Configure customer systems to meet requirements.

Skills

Customer service

Problem solving

Communication

Prioritization

Education

Bachelor’s Degree in Information Technology or related field

Tools

SQL

HTML

JavaScript

CSS

XML

APIs

Salesforce

Microsoft Dynamics CRM

Job description

Firstup is seeking a Technical Support Engineer to handle customer questions, incidents, and feature requests with low to moderate complexity. You will become an expert in the product, proactively manage tickets, and collaborate across teams to resolve issues while meeting SLA goals.

A technical IT background and SaaS familiarity are preferred. The role supports remote work with a strong emphasis on clear communication, problem solving, and prioritization.