SaaS Software Support Analyst

SaaS Software Support Analyst

Acting as a 1st Line Customer Support Specialist you will be the first point of contact for clients of this award-winning B2B SaaS platform that transforms supplier governance, risk management, and performance monitoring across the enterprise supply chain.

You will play a vital role in delivering a world-class support experience by resolving front-line technical issues, answering general product queries, and escalating more complex cases to our 2nd Line Support and Product teams.This is an ideal role for someone with strong communication skills, a service-driven mindset, and a keen interest in technology and SaaS platforms.

Key Responsibilities:

• Respond to customer queries via Support Portal (JIRA) or meeting in a professional and timely manner.
• Log and manage support tickets using our internal support system (JIRA).
• Troubleshoot common product and technical issues, offering clear and concise guidance to users.
• Escalate unresolved technical problems to the appropriate 2nd Line or Development teams with detailed notes.
• Document known issues, solutions, and troubleshooting steps in the knowledge base.
• Maintain up-to-date knowledge of the platform and new feature releases.
• Work closely with Customer Success Managers and the Development team to ensure a seamless support experience.
• Gather feedback and insights from users to help improve the platform and support processes.

Experience & Qualifications:

• SaaS Experience: 2+ years in a SaaS or cloud-based product environment, ideally in customer-facing delivery or solutioning roles.
• Previous experience in a customer service or 1st line support role in a SaaS or tech company
• Strong verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Confident in handling queries independently and knowing when to escalate.
• Experience with ticketing and helpdesk systems.
• Highly organized, with strong attention to detail and accuracy.
• A team player with a proactive, customer-first attitude.

• Product Orientation: Ability to work with Customer Success Team, Product Managers and Developers to discuss roadmap and translate customer needs into product improvements.
• Client Management: Demonstrated ability to engage with customers.
• Tools: Jira, Confluence, Excel

Ideal but Not Essential:

• Education: Bachelor's degree in Computer Science, Business Information Systems, Engineering, or related discipline.
• Familiarity with Saas concepts or platforms.
• Experience with tools such as Jira and Excel
• Basic understanding of web-based application support (eg, browser troubleshooting, user access, permissions).
• Bilingual in English and Spanish or other European languages