Senior SaaS Support Lead — Escalations & Coaching

present of AI; Waltham (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

Allego is seeking a Senior Customer & Solutions specialist in Waltham, MA to be the front line for technical support of our revenue enablement platform. You will handle inquiries via email, phone and screen share, deciding when issues can be resolved by Support or require DevOps intervention.

You’ll guide teammates and document better ways of working to reduce repeat questions. The role emphasizes calm communication, clear explanations of technical findings, and coaching others through

Qualifications

• Several years in SaaS support.
• Stays calm with upset customers.
• Writes clearly and precisely.
• Comfortable guiding teammates and documenting better ways of working.

Responsibilities

• Front line technical support for a software platform.
• Answer customer questions by email, phone and screen share.
• Decide whether Support can fix issues or DevOps needs to step in.
• Coach teammates and contribute to better processes.

Skills

SaaS support

Calm under pressure

Clear writing

Team coaching

De-escalation

Job description

Allego is seeking a Senior Customer & Solutions specialist in Waltham, MA to be the front line for technical support of our revenue enablement platform. You will handle inquiries via email, phone and screen share, deciding when issues can be resolved by Support or require DevOps intervention.

You’ll guide teammates and document better ways of working to reduce repeat questions. The role emphasizes calm communication, clear explanations of technical findings, and coaching others through