SaaS Support Analyst
Jobs via Dice, Madison, WI, United States
Overview
We are seeking an experienced
SaaS Support Specialist
to join a fast‑paced, 24/7 support environment providing external end‑user support. The role focuses on deeper technical support, involving complex troubleshooting and advanced issue resolution across multiple support channels.
Key Responsibilities
Provide Tier 2/3 technical support to external customers via phone, chat, and ticketing systems
Manage and resolve approximately 25–35 support tickets per week
Handle complex troubleshooting cases, including calls that may exceed 30 minutes
Utilize tools such as Zendesk and Genesys to manage customer interactions and track issues
Perform incident management, escalation, and resolution of advanced product issues
Maintain clear, accurate documentation and communication throughout the support lifecycle
Multitask effectively across calls, chats, and emails in a high‑volume environment
Collaborate with internal teams and external stakeholders to resolve technical challenges
Support SaaS‑based applications, including integrations, data flows, and system connectivity
Required Qualifications
4+ years of experience in SaaS or technical support roles supporting external customers
Proven experience handling complex troubleshooting beyond Tier 1 issues
Strong incident management and escalation experience
Demonstrated ability to work in a 24/7, high‑volume support environment
Excellent communication skills with a strong customer service mindset
Ability to multitask across multiple support channels simultaneously
Technically curious with a solid understanding of systems, applications, and integrations
Experience working within structured support frameworks (e.g., ITIL principles)
Preferred Qualifications
CompTIA Network+, A+, or similar certifications
ITIL certification or training
Background in network or technical systems‑related education
Experience with IoT‑style troubleshooting or highly integrated environments
Work Environment
24/7 support environment supporting external users
Fast‑paced, team‑oriented setting with a focus on responsiveness and quality service
Benefits are available to contract/temporary professionals, including medical, vision, dental, life and disability insurance. Hired contract professionals may enroll in a 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans.
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SaaS Support Specialist
to join a fast‑paced, 24/7 support environment providing external end‑user support. The role focuses on deeper technical support, involving complex troubleshooting and advanced issue resolution across multiple support channels.
Key Responsibilities
Provide Tier 2/3 technical support to external customers via phone, chat, and ticketing systems
Manage and resolve approximately 25–35 support tickets per week
Handle complex troubleshooting cases, including calls that may exceed 30 minutes
Utilize tools such as Zendesk and Genesys to manage customer interactions and track issues
Perform incident management, escalation, and resolution of advanced product issues
Maintain clear, accurate documentation and communication throughout the support lifecycle
Multitask effectively across calls, chats, and emails in a high‑volume environment
Collaborate with internal teams and external stakeholders to resolve technical challenges
Support SaaS‑based applications, including integrations, data flows, and system connectivity
Required Qualifications
4+ years of experience in SaaS or technical support roles supporting external customers
Proven experience handling complex troubleshooting beyond Tier 1 issues
Strong incident management and escalation experience
Demonstrated ability to work in a 24/7, high‑volume support environment
Excellent communication skills with a strong customer service mindset
Ability to multitask across multiple support channels simultaneously
Technically curious with a solid understanding of systems, applications, and integrations
Experience working within structured support frameworks (e.g., ITIL principles)
Preferred Qualifications
CompTIA Network+, A+, or similar certifications
ITIL certification or training
Background in network or technical systems‑related education
Experience with IoT‑style troubleshooting or highly integrated environments
Work Environment
24/7 support environment supporting external users
Fast‑paced, team‑oriented setting with a focus on responsiveness and quality service
Benefits are available to contract/temporary professionals, including medical, vision, dental, life and disability insurance. Hired contract professionals may enroll in a 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans.
#J-18808-Ljbffr