Technical Support Engineer - SaaS

About the Role

Our client is looking for a skilled Technical Support Engineer specializing in SaaS products to join their growing team in Edinburgh . This role is instrumental in providing advanced technical assistance to customers using our client's cloud-based software solutions. You will be responsible for diagnosing intricate technical problems, collaborating with development teams for resolutions, and ensuring a seamless user experience. This opportunity is perfect for a technically adept individual who enjoys problem-solving in a dynamic, hybrid work environment, contributing to the success of a leading SaaS provider.

Key Responsibilities

• Provide high-level technical support for SaaS products, troubleshooting complex issues.
• Analyze customer issues, identify root causes, and implement effective solutions.
• Work closely with software development and QA teams to report bugs and suggest product improvements.
• Develop and maintain technical documentation, FAQs, and knowledge base articles.
• Assist customers with integration, configuration, and performance optimization of SaaS platforms.
• Manage customer expectations and communicate technical information clearly.

Requirements

• 3-5 years of experience in technical support , preferably for SaaS or software products.
• Strong understanding of web technologies, APIs, and cloud infrastructure.
• Excellent troubleshooting and analytical skills.
• Experience with scripting or programming languages is a plus.
• Strong communication and customer-facing skills.
• Ability to work effectively in a hybrid model from our Edinburgh office.

Benefits

• Competitive salary and potential for performance-based rewards.
• Hybrid working flexibility for enhanced work-life balance.
• Comprehensive health and dental insurance.
• Opportunities for specialized training in SaaS technologies.
• Generous paid time off and pension contributions.