Senior SaaS Support Engineer - Remote

Exiger; Richmond (VA); Hybrid; USD 80,000 - 120,000; Full time

Job summary

Exiger is seeking a Senior Application Support Specialist to deliver world-class support for our SaaS customers, collaborate with internal teams, and drive service improvements. The role requires hands-on troubleshooting, strong communication, and the ability to work independently within a dynamic, fast-paced environment.

The position supports remote or hybrid work arrangements, with a schedule of 8:00 AM to 5:00 PM EST and potential on-site collaboration at Richmond or McLean, VA offices.

Qualifications

• At least four years of application support experience in a technical environment.
• Experience with SAAS applications.
• Familiarity with Unix/Linux operating systems and scripting languages (Bash, Perl, Python) and SQL.
• Excellent communication skills, both verbal and written.
• Ability to manage projects independently with limited oversight.
• Strong ownership, accountability and follow-through.
• Ability to multitask and balance priorities.
• Experience delivering product demonstrations and end-user training.

Responsibilities

• Develop 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.
• 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 leverage product knowledge for sales support.
• Analyze and troubleshoot problems effectively while minimizing response time.
• Proactively optimize support procedures and automate where possible.
• Ensure customer satisfaction through end-to-end support solutions.
• Identify escalation situations and follow escalation procedures.
• Keep end-users updated 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 with Incident Management team and participate in incident management processes when required.

Tools

SalesForce

Zendesk

ServiceNow

Jitbit

Desk.com

JIRA

Unix/Linux

Bash

Perl

Python

SQL

Job description

Exiger is seeking a Senior Application Support Specialist to deliver world-class support for our SaaS customers, collaborate with internal teams, and drive service improvements. The role requires hands-on troubleshooting, strong communication, and the ability to work independently within a dynamic, fast-paced environment.

The position supports remote or hybrid work arrangements, with a schedule of 8:00 AM to 5:00 PM EST and potential on-site collaboration at Richmond or McLean, VA offices.