Technical SaaS Support Specialist

Rippling; Utah; On-site; USD 30,000 - 33,000; Full time

Job summary

Rippling in Utah is seeking a technical customer support specialist to become a product expert, resolve end-to-end issues, and guide customers through payroll and API integrations. You will document interactions, coordinate with Product and Engineering for improvements, and maintain high service standards in a fast-paced SaaS setting.

Required are a Bachelor's degree and 2+ years in SaaS support, with strong English communication and familiarity with REST APIs, webhooks, OAuth, and payroll

Qualifications

• Bachelor's degree required.
• 2+ years of technical customer support in a SaaS business.
• Hands-on experience with APIs, integrations, or payroll processes.
• Basic understanding of accounting concepts such as journal entries, chart of accounts, and GL mapping.
• Experience diagnosing integration failures including sync errors and data mapping issues.
• Strong problem-solving and troubleshooting skills with attention to detail.
• Time management and ability to prioritize across high-volume, multi-channel support.
• Excellent written and verbal communication skills in English.
• Open to working 9:00 PST - 5:30 PST.

Responsibilities

• Become a product expert, maintaining high knowledge to assist customers and colleagues.
• Handle customer issues from start to finish in a fast-paced environment.
• Respond promptly to inquiries via email, chat, or video conferencing.
• Resolve product or service issues by understanding the problem and following up.
• Troubleshoot accounting integration failures including GL sync errors and API problems.
• Document and track customer interactions in the CRM.
• Gather feedback and work with Product and Engineering to improve the product.
• Stay updated on company policies and product updates to ensure accurate information.
• Work under time constraints to meet deadlines and client needs.
• Deliver exceptional service and go the extra mile in every interaction.

Skills

SaaS support experience

API integrations

Accounting basics

Troubleshooting

Problem solving

Time management

English communication

Multi-channel support

Education

Bachelor's degree

Tools

REST APIs

Webhooks

OAuth authentication

Payroll systems

Job description

Rippling in Utah is seeking a technical customer support specialist to become a product expert, resolve end-to-end issues, and guide customers through payroll and API integrations. You will document interactions, coordinate with Product and Engineering for improvements, and maintain high service standards in a fast-paced SaaS setting.

Required are a Bachelor's degree and 2+ years in SaaS support, with strong English communication and familiarity with REST APIs, webhooks, OAuth, and payroll