Senior SaaS Technical Support Specialist (Remote)

7Seventy; United States; Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Home office stipend

Monthly Wi‑Fi reimbursement

Remote-first work environment

Annual company offsite

Job summary

7Seventy is seeking a Technical Support Specialist to deliver advanced technical assistance and act as a key escalation resource for customer support operations. You will troubleshoot complex issues across web apps, APIs, and database-driven systems in a fast-paced SaaS environment, collaborating with Support, Engineering, Customer, and Implementation teams.

This fully remote, US-based role offers a salary of $60,000–$85,000 with bonus eligibility, and a flexible schedule including core hours

Qualifications

• At least 5 years of related experience or equivalent combination of education and technical work experience.
• Experience supporting mission-critical SaaS platforms and internet-based applications.
• Strong troubleshooting and analytical problem-solving skills.
• Experience using case management and ticketing systems such as Salesforce, ServiceNow, Zendesk, or similar tools.
• Proficiency using developer tools and Postman.
• Ability to write and troubleshoot SQL queries.
• Experience with programming languages such as Python, C++, HTML, or CSS is a strong plus.
• Experience with Azure DevOps, Jira, or comparable platforms preferred.
• Excellent written, verbal, and presentation communication skills.
• Ability to explain technical information clearly to non-technical audiences.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience in healthcare IT, EHR systems, medical software, clinical technology, biotech, or related environments is a plus.
• Ability to work independently while collaborating effectively with distributed remote teams.
• Strong focus on customer experience and knowledge sharing.

Responsibilities

• Troubleshoot and diagnose complex technical issues affecting software applications, APIs, and integrated systems.
• Identify root causes and clearly communicate issue details to customers and internal stakeholders.
• Manage support requests across multiple channels including email, phone, chat, and ticketing systems.
• Handle multiple support cases and projects simultaneously while maintaining strong attention to detail.
• Provide timely updates and in-depth technical solutions throughout the issue resolution process.
• Support the development and maintenance of troubleshooting procedures, technical documentation, and best practices.
• Translate technical concepts into clear explanations for non-technical users.
• Assist with system training initiatives for customers and internal teams.
• Mentor and support junior technical support team members.
• Collaborate with Engineering and Product teams to elevate software bugs and improve overall product performance.
• Contribute to feature requests, process improvements, and internal knowledge resources.
• Support implementation efforts and assist in resolving technical roadblocks impacting customers.

Skills

Troubleshooting

Analytical thinking

Communication

Multi-channel support

Documentation

Tools

Salesforce

ServiceNow

Zendesk

Postman

Azure DevOps

Jira

SQL

Python

C++

HTML

CSS

Job description

7Seventy is seeking a Technical Support Specialist to deliver advanced technical assistance and act as a key escalation resource for customer support operations. You will troubleshoot complex issues across web apps, APIs, and database-driven systems in a fast-paced SaaS environment, collaborating with Support, Engineering, Customer, and Implementation teams.

This fully remote, US-based role offers a salary of $60,000–$85,000 with bonus eligibility, and a flexible schedule including core hours