Senior Technical Support Engineer - SaaS & Customer Impact

Jobgether; United States; On-site; USD 42,000 - 76,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Discretionary Time Off (DTO)

Tuition reimbursement

Wellness programs (ClassPass)

Job summary

Partner Company in the United States is seeking a Senior Technical Support Engineer to deliver high-quality customer experiences by diagnosing and resolving issues across software, hardware, and networking. You will own cases from initial contact to resolution, collaborating with development teams to improve products and support processes.

This role emphasizes hands-on troubleshooting, strong communication, and the ability to manage multiple priorities in a fast-paced environment, with

Qualifications

• 2+ years in a technical support role, ideally within a SaaS or software environment.
• Experience working with CRM platforms, with Salesforce experience required.
• Proficiency with Microsoft Office applications.
• Excellent written and verbal communication skills in English.
• Strong customer service, conflict resolution, and relationship management skills.

Responsibilities

• Serve as an initial point of contact for customer requests through phone, email, and chat, assessing urgency and business impact to prioritize technical issues effectively.
• Diagnose technical problems across hardware, software, networking, and related technologies, conducting research and implementing appropriate resolutions.
• Maintain ownership of customer cases through follow-up, ensuring clear communication and that customer expectations are appropriately managed.
• Escalate complex or high-severity issues to the appropriate internal teams while remaining accountable for coordination, communication, and resolution outcomes.
• Accurately document customer interactions, troubleshooting steps, resolutions, and relevant case information within the case management system.
• Produce standard statistical and help desk reports to support operational visibility and performance tracking.
• Collaborate with software development teams to communicate product defects, explain error conditions, and recommend product or process improvements.
• Participate in software and hardware testing to evaluate usability, performance, functionality, and alignment with customer workflows.
• Create and maintain knowledge base content for internal support teams and customer self-service resources.
• Adapt to changing responsibilities, supported products, priorities, and task assignments as business needs evolve.

Skills

Technical troubleshooting

Customer service

English communication

Time management

Problem solving

Education

Associate degree or equivalent

Bachelor’s degree preferred

Tools

Salesforce

Microsoft Office

CRM platforms

Job description

Partner Company in the United States is seeking a Senior Technical Support Engineer to deliver high-quality customer experiences by diagnosing and resolving issues across software, hardware, and networking. You will own cases from initial contact to resolution, collaborating with development teams to improve products and support processes.

This role emphasizes hands-on troubleshooting, strong communication, and the ability to manage multiple priorities in a fast-paced environment, with