Senior SaaS Support Engineer

Logoslabs

San Francisco (CA)

Remote

USD 90,000 - 130,000

Full time

7 days ago

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Job summary

Poll Everywhere is seeking a Senior Technical Support Specialist to join our Customer Support team in a remote-ready, distributed environment based in the United States. You will own end-to-end technical issue resolution, collaborate with Engineering, QA, and Product teams, and help customers from leading organizations deliver flawless presentations.

You will troubleshoot across Windows and macOS, document cases in Zendesk, and explain complex concepts clearly to customers while maintaining high

Qualifications

2-3 years of experience in a client-facing software support role (SaaS preferred).
Experience with Windows and macOS; able to troubleshoot on both platforms.
Able to communicate with engineering, QA, design, sales, customer success, and marketing.
Comfortable working in a remote, distributed team across time zones.
Willingness to travel within the U.S. for conferences (2-3 events per year).

Responsibilities

Lead end-to-end customer issue resolution via email and inbound calls with high CSAT goals.
Document interactions in Zendesk and identify trends for product improvements.
Triage bugs by reproducing issues and coordinating with Engineering/QA.
Explain technical terms clearly to customers and establish resolution plans.
Collaborate with Customer Success to handle technical emails and troubleshooting.
Communicate findings to customers with concise, actionable updates.
Support multi-platform troubleshooting across web, mobile, and desktop apps.