Senior Technical Support Engineer - SaaS & Enterprise

Bloomberg BNA; Arlington (TX); On-site; USD 63,000 - 97,000; Full time

Job summary

Bloomberg Industry Group is seeking a dedicated customer support professional in Arlington, TX to independently manage inquiries from start to finish and resolve issues across multiple products. You will troubleshoot, communicate clearly, and provide guidance while meeting SLAs in a fast-paced SaaS environment.

Ideal candidates have 3–5 years of client support experience, strong analytical skills, and the ability to balance multiple priorities while delivering exceptional service.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3–5 years of client support or technical support experience.
• Excellent troubleshooting and analytical skills.
• Strong written and verbal communication skills.
• Experience supporting SaaS or enterprise software preferred.

Responsibilities

• Independently manage customer support requests from initial contact through resolution.
• Troubleshoot product functionality, workflow, and configuration issues across assigned Bloomberg Industry Group products.
• Deliver support through phone, email, live chat, and virtual meetings.
• Research, analyze, and resolve customer issues while meeting established service levels.
• Identify reproducible software defects and submit detailed documentation to Product and Engineering teams.
• Escalate complex product or technical issues requiring advanced expertise.
• Provide customers with product guidance, best practices, and feature recommendations.
• Collaborate with Product Management, Engineering, Customer Success, Professional Services, and Sales to resolve customer issues.
• Maintain accurate customer records and case documentation.
• Contribute to internal knowledge articles and support documentation.
• Participate in product launches, testing activities, and after-hours support when required.

Skills

Customer service

Troubleshooting

Verbal communication

Written communication

Time management

Education

Bachelor's degree

Job description

Bloomberg Industry Group is seeking a dedicated customer support professional in Arlington, TX to independently manage inquiries from start to finish and resolve issues across multiple products. You will troubleshoot, communicate clearly, and provide guidance while meeting SLAs in a fast-paced SaaS environment.

Ideal candidates have 3–5 years of client support experience, strong analytical skills, and the ability to balance multiple priorities while delivering exceptional service.