Senior Remote SaaS Application Support Engineer

Exiger; McLean (VA); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Exiger provides an opportunity to join the Application Support Team as a Senior Application Support Specialist, delivering world-class support for our SaaS customers and internal teams. You will troubleshoot issues, grow product knowledge, and drive timely resolutions in a fast-paced environment.

The role requires four+ years of application support experience, SaaS familiarity, strong communication, and the ability to manage multiple priorities.

Qualifications

• Four+ years of application support experience in a technical environment.
• Experience with SaaS applications and enterprise support.
• Familiarity with Unix/Linux, Bash, Perl, Python, and SQL.
• Excellent verbal and written communication skills.
• Proven ability to independently manage projects and priorities.
• Strong ownership, accountability and follow-through.
• Able to multitask and work client-facing roles.
• Experience with service desk tools (SalesForce, Zendesk, ServiceNow, Jitbit, Desk.com).
• Experience with JIRA is preferred.

Responsibilities

• Develop an extensive working knowledge of the product suite.
• Own assigned projects and process-improvement initiatives from planning through completion, providing proactive updates on progress, risks, and blockers.
• Balance reactive customer support needs with longer-term priorities and deadlines.
• Proactively identify opportunities to improve Support processes, documentation, automation, and team effectiveness.
• Provide end-user application support via phone, email and in-person.
• Coordinate and validate new implementations and upgrades.
• Coordinate and prioritize support requests.
• Facilitate problem-solving between end-user and development staff.
• Participate with development staff in testing new releases of the product.
• Develop working relationships with sales staff to utilize product knowledge and leverage customer relationships for sales support.
• Analyze and troubleshoot problems effectively while minimizing response time.
• Proactively optimize Support procedures and automate wherever possible
• Ensure customer satisfaction through end-to-end support solutions.
• Identify escalation situations and follow appropriate escalation procedures.
• Keep end-users up to date throughout the resolution process.
• Take ownership of support issues until final resolution.
• Assist with the Technical Operations team with server support.
• Participate in rotational shift coverage (On-Call)
• Collaborate and coordinate with our Incident Management team. As well as participate in our incident management process when required.

Skills

Excellent communication skills

Project management

Ownership & accountability

Team collaboration

Tools

Unix/Linux

Bash

Perl

Python

SQL

SalesForce

Zendesk

ServiceNow

Jitbit

Desk.com

JIRA

Job description

Exiger provides an opportunity to join the Application Support Team as a Senior Application Support Specialist, delivering world-class support for our SaaS customers and internal teams. You will troubleshoot issues, grow product knowledge, and drive timely resolutions in a fast-paced environment.

The role requires four+ years of application support experience, SaaS familiarity, strong communication, and the ability to manage multiple priorities.