Senior SaaS Support Engineer

Esscorp Tech; United States; Remoto; USD 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

Esscorp Tech in the United States is seeking a seasoned SaaS support engineer to join our global service desk. You will handle first- and second-line support, troubleshoot complex issues, and collaborate with customers and internal teams to deliver timely resolutions.

The role requires a minimum of a bachelor's degree in a related field and ITIL familiarity, with experience using help desk portals. You will work in a rotating 10-hour shift pattern, rotating across rosters, and engage clients via

Competenze

• Requires a minimum of a bachelor's degree in engineering, business, computer science or related field.
• ITIL Certification preferred.

Mansioni

• Provide 1st and 2nd line support for SaaS customers.
• Lead and coordinate with client teams across global locations.
• Engage with customers via phone-VoIP and text-app chat.
• Utilize help desk portals to track and resolve incidents and requests.
• Influence and collaborate with internal teams to meet SLAs.

Conoscenze

ITIL

SaaS Support

Problem Solving

Team Communication

Multi-location Collaboration

Formazione

Bachelor's degree

ITIL Certification

Strumenti

Zendesk

Jira

Zoho

ServiceNow

Freshdesk

Descrizione del lavoro

Esscorp Tech in the United States is seeking a seasoned SaaS support engineer to join our global service desk. You will handle first- and second-line support, troubleshoot complex issues, and collaborate with customers and internal teams to deliver timely resolutions.

The role requires a minimum of a bachelor's degree in a related field and ITIL familiarity, with experience using help desk portals. You will work in a rotating 10-hour shift pattern, rotating across rosters, and engage clients via