Senior SaaS Support Lead for Government Tech

HS GovTech; United States; A distancia; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

HS GovTech in the United States is seeking a Senior Technical Support Specialist to serve as a subject matter expert for our SaaS platform used by government clients. You will provide Tier II/III support, troubleshoot complex issues, guide configuration and data workflows, manage tickets, and collaborate with Product, Development, QA, and Implementation teams to drive successful customer outcomes.

The role requires strong communication, problem-solving, and a proactive approach to knowledge

Formación

• 5+ years of experience supporting enterprise or SaaS software platforms.
• 3+ years of advanced technical support, application support, or software support experience.
• Experience supporting highly configurable software solutions with complex workflows and business rules.
• Hands-on experience using JIRA, Jira Service Management, Zendesk, Salesforce Service Cloud, or similar ticketing platforms.
• Strong understanding of SaaS application architecture and cloud-based environments.
• Demonstrated ability to conduct root cause analysis and drive issue resolution.
• Excellent verbal and written communication skills.
• Proven ability to manage multiple priorities while maintaining customer satisfaction.

Responsabilidades

• Provide Tier II/Tier III support for HS GovTech's SaaS platform.
• Troubleshoot complex software, configuration, workflow, integration, and data-related issues.
• Analyze logs, system behavior, configuration settings, and customer-reported issues to identify root causes.
• Resolve technical issues while maintaining established service level agreements (SLAs).
• Escalate product defects and high-impact issues with detailed documentation and reproduction steps.
• Manage support requests using JIRA and related support platforms.
• Create, update, prioritize, and track tickets throughout the issue lifecycle.
• Maintain accurate case documentation, troubleshooting notes, and resolution details.
• Monitor support queues and ensure timely customer communication and follow-up.
• Coordinate incident response activities for critical customer-impacting issues.
• Support client-specific configurations, workflows, user roles, permissions, forms, notifications, and business processes.
• Assist customers with system administration and platform optimization.
• Validate and test configuration changes before deployment.
• Collaborate with implementation teams during customer onboarding, upgrades, and feature deployments.
• Serve as a trusted technical advisor for municipal and government customers.
• Communicate complex technical concepts to both technical and non-technical stakeholders.
• Deliver product guidance, training sessions, and best-practice recommendations.
• Maintain a high level of customer satisfaction through professional and proactive support.
• Partner closely with Product Management, Development, QA, and Professional Services teams.
• Translate customer issues into actionable technical requirements.
• Assist with user acceptance testing (UAT) and validation of issue resolutions.
• Provide feedback to product teams regarding recurring issues, enhancement opportunities, and customer needs.
• Contribute to internal and customer-facing knowledge base articles.
• Identify trends, recurring issues, and opportunities to improve product usability and support processes.
• Recommend enhancements to workflows, documentation, and support practices.
• Stay current on product releases, new functionality, and municipal technology trends.

Conocimientos

Advanced technical support

SaaS knowledge

Root cause analysis

Ticket management

Customer relationship management

Herramientas

JIRA

Jira Service Management

Zendesk

Salesforce Service Cloud

Descripción del empleo

HS GovTech in the United States is seeking a Senior Technical Support Specialist to serve as a subject matter expert for our SaaS platform used by government clients. You will provide Tier II/III support, troubleshoot complex issues, guide configuration and data workflows, manage tickets, and collaborate with Product, Development, QA, and Implementation teams to drive successful customer outcomes.

The role requires strong communication, problem-solving, and a proactive approach to knowledge