Position Details

Salary $26 – $32 USD / year

Type Not Specified

Experience mid

Exp. Years 4+ years

Education Not specified

Category IT Support & Helpdesk

About this role

This role is a mid-level SaaS Support Specialist focused on deeper technical support for external users in a 24/7 environment. You will troubleshoot complex issues, manage incidents and escalations, and support SaaS applications including integrations and system connectivity.

Key Responsibilities

Provide Tier 2/3 technical support via phone, chat, and ticketing systems
Resolve complex troubleshooting cases beyond Tier 1
Manage incident management, escalation, and advanced product issue resolution
Use Zendesk and Genesys to track and manage customer interactions
Maintain clear, accurate documentation and communication throughout the support lifecycle

Technical Overview

You will provide Tier 2/3 technical support using Zendesk and Genesys, handling complex troubleshooting cases that may exceed 30 minutes. The position emphasizes incident management, advanced issue resolution, and support for SaaS integrations, data flows, and connectivity, within ITIL-aligned support frameworks.

Ideal Candidate

The ideal candidate has 4+ years of SaaS or technical support experience supporting external customers in a 24/7, high-volume environment. They are strong in complex troubleshooting beyond Tier 1, with demonstrated incident management and escalation experience, and have hands-on experience using Zendesk and Genesys. They communicate clearly with customers and maintain accurate documentation throughout the support lifecycle.

Must-Have Skills

4+ years of experience in SaaS or technical support roles supporting external customersProven experience handling complex troubleshooting beyond Tier 1 issuesStrong incident management and escalation experienceAbility to work in a 24/7high-volume support environmentAbility to multitask across multiple support channels simultaneouslyExperience working within structured support frameworks (e.g.ITIL principles)

Nice-to-Have Skills

CompTIA Network+ (Net+)A+ITIL certification or trainingBackground in network or technical systems-related educationIoT-style troubleshootingHighly integrated environments

Tools & Platforms

ZendeskGenesys

Required Skills

Tier 2/3 technical supportexternal end-user supportphonechatticketing systemsincident managementescalationZendeskGenesysdocumentationmultitask across calls chats emailsSaaS-based applicationsintegrationsdata flowssystem connectivityITIL principles24/7 support environmentcomplex troubleshooting

Hard Skills

Tier 2/3 technical supportExternal end-user supportPhone supportChat supportTicketing systemsIncident managementEscalation and resolutionComplex troubleshootingZendeskGenesysDocumentationMultitasking across callschatsand emailsSaaS-based applications supportIntegrationsData flowsSystem connectivityITIL principles24/7 support environmentSupport frameworks

Soft Skills

Excellent communication skillsCustomer service mindsetMultitask effectivelyProblem-solvingCustomer-focused serviceCollaboration with internal teamsCollaboration with external stakeholdersDocumentation and communication throughout the support lifecycle

Certifications

Preferred

CompTIA Network+ (Net+)CompTIA A+ITIL

Industry & Role

Industry SaaS

Job Function Deliver advanced SaaS technical support and incident resolution for external end users

Role Subtype Technical Support Specialist

Tech Domains ITSM / ServiceNow, Networking / TCP-IP, Cloud & Infrastructure, SaaS

Keywords for Your Resume

SaaS Support AnalystSaaS Support SpecialistTechnical Support SpecialistTier 2/3 technical supportTier 1Tier 2Tier 3external customersexternal end-user supportphonechatticketing systemsZendeskGenesysincident managementescalationtroubleshooting24/7 support environmentITILITIL principlesSaaS-based applicationsintegrationsdata flowssystem connectivityCompTIA Network+ (Net+)A+CompTIA A+complex troubleshooting

Deal Breakers

4+ years of experience in SaaS or technical support roles supporting external customers, Proven complex troubleshooting experience beyond Tier 1 issues, Ability to work in a 24/7, high-volume support environment, Experience with structured support frameworks (e.g., ITIL principles)

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