SaaS Technical Support Specialist - Escalations & Solutions

SciSure; Boston (MA); On-site; USD 60,000 - 85,000; Full time

Job summary

SciSure in Boston seeks a Technical Support Specialist to be the primary escalation point for customers using the SciSure platform. You will manage the support queue, review and load data from customers, and serve as a liaison to engineering and service teams.

You will collaborate with customer- and product-facing teams, translate complex technical concepts for diverse users, and contribute to knowledge base updates. A strong customer focus and technical curiosity are essential.

Qualifications

• 1-2 years of experience in customer service or IT, preferably supporting a SaaS product
• Customer-centric mindset who advocates for the customer’s needs
• Tech-savvy and capable of quickly mastering web-based technologies
• Strong analytical and troubleshooting skills
• Excellent written and verbal communication skills
• Proven ability to work well in a team
• Degree or equivalent education in CS or IT preferred

Responsibilities

• Serve as a primary point of contact for users of the SciSure platform through the Support Desk (Zendesk), helping resolve issues and ensure a smooth user experience
• Develop and maintain product expertise on the SciSure platform and a high-level understanding of its architecture
• Troubleshoot and resolve issues by identifying root causes and guiding users to solutions
• Escalate complex issues to engineering or product teams for further investigation
• Facilitate conversations between customers and engineering to ensure a consistent service experience
• Monitor and report on recurring issues and customer feedback to improve the product and support processes
• Assist customers with specialized migration and configuration requests and contribute to knowledge base updates

Skills

Customer service

Analytical skills

Written communication

Team player

Troubleshooting

Web-based technologies

Education

Bachelor's degree in CS or IT

Tools

Zendesk

JIRA

MS Office

MySQL

PHP

Excel

Job description

SciSure in Boston seeks a Technical Support Specialist to be the primary escalation point for customers using the SciSure platform. You will manage the support queue, review and load data from customers, and serve as a liaison to engineering and service teams.

You will collaborate with customer- and product-facing teams, translate complex technical concepts for diverse users, and contribute to knowledge base updates. A strong customer focus and technical curiosity are essential.