SaaS Technical Support Specialist

Homerun B.V.; Boston, Northern (MA, KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

SciSure is seeking a Technical Support Specialist to be the primary escalation point for customers and team members using the SciSure platform. You will manage support tickets, translate technical details for diverse users, and coordinate with engineering and product teams on incidents.

In this role, you will maintain documentation in the Knowledge Base, advocate for customers, and provide first-line support to partners via the Developer Hub.

Qualifications

• 1-2 years in customer service or IT, SaaS preferred.
• Customer-centric mindset with advocacy for customers.
• Tech-savvy with ability to learn web-based tech quickly.
• Strong analytical and troubleshooting skills.
• Excellent written and verbal communication.
• Team player with ability to work cross-functionally.
• Organized, able to manage multiple tasks.
• Degree in CS or IT preferred.
• Experience with Zendesk, JIRA.
• Familiarity with PHP is a plus.
• Interest in AI tools to accelerate learning.

Responsibilities

• Serve as primary escalation point for users of the SciSure platform through our Support Desk (Zendesk), helping resolve issues and answer product-related questions.
• Develop and maintain product expertise and high-level understanding of the platform's architecture and design.
• Troubleshoot and resolve issues by identifying root causes and guiding users through solutions.
• Escalate complex issues to engineering or product teams for investigation.
• Facilitate conversations between customers and engineering to ensure consistent service.
• Monitor and report on recurring issues and user feedback to improve product and support processes.
• Assist customers with migration and configuration requests.
• Contribute to writing and updating product documentation in the SciSure Knowledge Base.
• Advocate for customer experience and identify service improvements.
• Provide first-line support to customers using SciSure Developer Hub.

Skills

Customer-centric

Tech-savvy

Communication

Analytical thinking

Team player

Multitasking

Excel

SQL

PHP familiarity

AI tools interest

Education

Degree in CS/IT

Tools

Zendesk

JIRA

MySQL

Job description

SciSure is seeking a Technical Support Specialist to be the primary escalation point for customers and team members using the SciSure platform. You will manage support tickets, translate technical details for diverse users, and coordinate with engineering and product teams on incidents.

In this role, you will maintain documentation in the Knowledge Base, advocate for customers, and provide first-line support to partners via the Developer Hub.