SaaS Customer Support Agent, Level 2
Siemens Digital Industries Software, Pasadena, CA, United States
Who is Supplyframe?
Acquired by Siemens AG in 2021, Supplyframe is the leading Design-to-Source Intelligence platform for the global electronics value chain, with solutions that interpret billions of intent, demand, supply and risk signals to deliver insights through the design-to-market product lifecycle. A community of over 10 million engineering and supply chain professionals engage with our search, media, and SaaS solutions to optimize in excess of $120 billion in annual direct materials spend. Supplyframe is headquartered in Pasadena, California, with additional offices in Texas, Germany, United Kingdom, Serbia, and China.
We are looking for a SaaS Customer Support Level 2 professional. This role combines direct customer engagement with strategic leadership responsibilities, supporting our growing client base in maximizing product value while mentoring junior team members and cross‑functional colleagues. As a primary customer liaison, you will be accountable for relationship management, customer satisfaction metrics (CSAT), and overall client success outcomes. Beyond customer‑facing activities, you will drive operational excellence through process optimisation initiatives, business performance analytics, and end‑to‑end management of critical customer incidents.
What will I be doing?
Deliver exceptional technical support to clients through multiple channels including chat, email, phone, and screen‑sharing capabilities
Serve as a technical consultant providing strategic guidance and subject‑matter expertise to leadership, internal stakeholders, and customers
Conduct product training sessions and technical presentations for customers on Supplyframe's software solutions
Act as a customer advocate by capturing user feedback and translating business requirements to Product and Engineering teams
Collaborate cross‑functionally with internal teams to investigate and resolve complex customer technical issues
Diagnose software defects and manage escalation processes to ensure timely issue resolution
Participate in software development life‑cycle activities including design reviews, testing protocols, and quality assurance processes
We'd love to hear from you if you possess the following:
Bachelor's degree in Computer Science, Engineering, or equivalent technical discipline with relevant industry experience
Minimum 3‑5 years of progressive experience in technical support or SaaS customer success roles with 24×5 or 24×7 operational exposure
Professional proficiency in English for business communications
Demonstrated experience in project leadership, resource management, and cross‑functional team management
Exceptional written and verbal communication skills with stakeholders at all organisational levels
Proven ability to translate complex technical concepts into clear, actionable guidance for diverse audiences
Professional demeanour with strong interpersonal skills and customer‑centric approach
Analytical problem‑solving mindset with genuine commitment to customer success and satisfaction
Collaborative work style with demonstrated ability to contribute effectively in team environments
Self‑directed professional capable of independent problem resolution and proactive issue identificationStrong organisational and time‑management capabilities to prioritise and execute multiple concurrent initiatives
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) or equivalent productivity applications
Bonus if you meet the following criteria as well:
Previous experience in B2B customer support or SaaS platform environments
Proficiency with ticketing systems and reporting tools such as Zendesk, ServiceCloud, ServiceNow, or comparable platforms
Why us? Working at Siemens Software means flexibility – you can choose between working at home and the office at other times, which is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software.
A collection of over 377,000 minds building the future one day at a time in over 200 countries. We’re dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need.
Siemens Software. Transform the Everyday with Us
#J-18808-Ljbffr
We are looking for a SaaS Customer Support Level 2 professional. This role combines direct customer engagement with strategic leadership responsibilities, supporting our growing client base in maximizing product value while mentoring junior team members and cross‑functional colleagues. As a primary customer liaison, you will be accountable for relationship management, customer satisfaction metrics (CSAT), and overall client success outcomes. Beyond customer‑facing activities, you will drive operational excellence through process optimisation initiatives, business performance analytics, and end‑to‑end management of critical customer incidents.
What will I be doing?
Deliver exceptional technical support to clients through multiple channels including chat, email, phone, and screen‑sharing capabilities
Serve as a technical consultant providing strategic guidance and subject‑matter expertise to leadership, internal stakeholders, and customers
Conduct product training sessions and technical presentations for customers on Supplyframe's software solutions
Act as a customer advocate by capturing user feedback and translating business requirements to Product and Engineering teams
Collaborate cross‑functionally with internal teams to investigate and resolve complex customer technical issues
Diagnose software defects and manage escalation processes to ensure timely issue resolution
Participate in software development life‑cycle activities including design reviews, testing protocols, and quality assurance processes
We'd love to hear from you if you possess the following:
Bachelor's degree in Computer Science, Engineering, or equivalent technical discipline with relevant industry experience
Minimum 3‑5 years of progressive experience in technical support or SaaS customer success roles with 24×5 or 24×7 operational exposure
Professional proficiency in English for business communications
Demonstrated experience in project leadership, resource management, and cross‑functional team management
Exceptional written and verbal communication skills with stakeholders at all organisational levels
Proven ability to translate complex technical concepts into clear, actionable guidance for diverse audiences
Professional demeanour with strong interpersonal skills and customer‑centric approach
Analytical problem‑solving mindset with genuine commitment to customer success and satisfaction
Collaborative work style with demonstrated ability to contribute effectively in team environments
Self‑directed professional capable of independent problem resolution and proactive issue identificationStrong organisational and time‑management capabilities to prioritise and execute multiple concurrent initiatives
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) or equivalent productivity applications
Bonus if you meet the following criteria as well:
Previous experience in B2B customer support or SaaS platform environments
Proficiency with ticketing systems and reporting tools such as Zendesk, ServiceCloud, ServiceNow, or comparable platforms
Why us? Working at Siemens Software means flexibility – you can choose between working at home and the office at other times, which is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software.
A collection of over 377,000 minds building the future one day at a time in over 200 countries. We’re dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need.
Siemens Software. Transform the Everyday with Us
#J-18808-Ljbffr