Technical SaaS Support Specialist

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    "datePosted": "2026-05-26",
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    "description": "<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">People Architects </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">is partnering with a fast growing SaaS company that is actively growing its </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Customer Service t</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">eam. We are looking for someone comfortable providing Tier 1 support who can flex up as needed. We need someone who enjoys digging into technical issues, working through integrations, and partnering closely with Engineering and Product to resolve problems.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">With a team in motion, this company is improving how support is structured, documented, and scaled. It’s a strong fit for someone who likes solving real customer problems, learning how complex systems work, and helping shape the evolution of a support function.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Summary:</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">This role sits at the center of the customer experience. You’ll own inbound support tickets, troubleshoot technical and workflow issues, and help customers successfully use a complex SaaS platform. The environment is fast-paced, collaborative, and evolving, ideal for someone who likes problem-solving, digging into systems, and improving how support operates.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">If you enjoy solving technical problems, working directly with customers, and being part of a team that’s building and improving as it grows, this could be a great fit. </span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Key Responsibilities:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Own and manage the inbound support queue across multiple channels</span></li>\n<li><span style=\"font-size: 10pt\">Troubleshoot technical issues including integrations, workflows, and data syncs</span></li>\n<li><span style=\"font-size: 10pt\">Review logs, API activity, and system behavior to identify root causes</span></li>\n<li><span style=\"font-size: 10pt\">Triage and escalate issues to Engineering with clear documentation and context</span></li>\n<li><span style=\"font-size: 10pt\">Support customers via email and phone, ensuring clear and timely communication</span></li>\n<li><span style=\"font-size: 10pt\">Help identify trends and recurring issues to improve product and support processes</span></li>\n<li><span style=\"font-size: 10pt\">Contribute to documentation and knowledge base articles</span></li>\n<li><span style=\"font-size: 10pt\">Partner closely with Customer Success, Product, and Engineering teams</span></li>\n<li><span style=\"font-size: 10pt\">Maintain strong SLA performance and high customer satisfaction</span></li>\n<li><br></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Qualifications (Required and Preferred):</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">2+ years in technical customer support, implementation, or SaaS support role</span></li>\n<li><span style=\"font-size: 10pt\">Strong troubleshooting skills with an interest in systems, integrations, or APIs</span></li>\n<li><span style=\"font-size: 10pt\">Experience with support tools (Zendesk, Intercom, Freshdesk, or similar)</span></li>\n<li><span style=\"font-size: 10pt\">Ability to clearly communicate technical issues in a simple, customer-friendly way</span></li>\n<li><span style=\"font-size: 10pt\">Comfortable working in a remote, fast-paced environment with high ticket volume</span></li>\n<li><span style=\"font-size: 10pt\">Strong ownership mindset and ability to manage competing priorities</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 10pt\">Exposure to integrations across HR, compliance, workforce, operational, or third-party data systems</span></li>\n<li><span style=\"color: inherit; font-family: Arial, Helvetica, sans-serif; font-size: 10pt\">Experience in scaling support processes or documentation</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-style: italic\">We are committed to a diverse and inclusive workplace. People Architect and our clients are equal opportunity employers and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Applicants for employment with any of People Architect’s clients will never be asked to provide money (even if reimbursable) as part of the job application or hiring process.  *no external agencies/3rd parties.<br></span></p>",
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