Software Support Specialist SaaS

Phoenix Staff Inc; Phoenix (AZ); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading company is seeking a Software Support Specialist to oversee customer support for their SaaS platform. This remote role involves managing a support team, resolving customer issues, and improving support processes. Ideal candidates have extensive technical support experience, strong troubleshooting skills, and familiarity with industry tools. Join a dynamic team and contribute to enhancing customer satisfaction in the water and wastewater industry.

Qualifications

• At least 8 years of experience in technical support, ideally in a SaaS environment.
• 2+ years of experience in a supervisory or leadership role.

Responsibilities

• Oversee the daily support queue and ensure timely resolutions.
• Manage and mentor a small team of support specialists.
• Collaborate with Product and Engineering teams to resolve complex issues.

Skills

Troubleshooting

Analytical Skills

Communication

Tools

Zendesk

Intercom

Jira

Job description

Job Description

Title: Software Support Specialist (SaaS)

Location: Remote

Your role:

1. Oversee the daily support queue, prioritize tickets, and ensure timely, high-quality resolutions for customer issues.
2. Serve as the main point of contact for customer support, guiding clients through troubleshooting steps and escalating as needed.
3. Streamline and improve support processes, workflows, and documentation to enhance team efficiency and consistency.
4. Manage and mentor a small team of support specialists, providing coaching and performance feedback.
5. Build deep product knowledge and understand how clients in the water and wastewater industry use the platform.
6. Collaborate with Product, Engineering, and Customer Success teams to resolve complex technical issues.
7. Maintain and update internal and external knowledge base content, including FAQs and training resources.
8. Monitor support metrics and customer feedback to identify recurring issues and opportunities for improvement.

What you’ve got:

1. At least 8 years of experience in technical support, ideally in a SaaS environment.
2. 2+ years of experience in a supervisory or leadership role.
3. Strong troubleshooting and analytical skills, with a customer-focused approach.
4. Familiarity with tools like Zendesk, Intercom, Jira, or similar platforms.
5. Excellent written and verbal communication skills, with the ability to explain technical issues clearly.
6. Understanding of the water, wastewater, or environmental compliance industry is a strong plus.
7. Bonus: Knowledge of regulatory frameworks like EPA or NPDES, basic scripting, database and API experience, and/or background in client onboarding and training.

To find more great tech-centric jobs, please visit www.phoenixstaff.com.