Senior SaaS Support Associate - Remote Opportunity

About the Role

We're hiring a Senior SaaS Support Associate to join our dynamic team at EY. This role offers a unique opportunity to work remotely while contributing to the success of our Software-as-a-Service (SaaS) solutions. As a Senior SaaS Support Associate, you will play a crucial role in ensuring the smooth operation of our SaaS offerings, providing exceptional support to our clients.

What You'll Do

• Provide advanced troubleshooting and resolution of escalated technical issues related to our SaaS solutions.
• Act as a point of escalation for Tier 2 support staff, handling critical customer issues that require advanced technical expertise.
• Collaborate with Product, Content, Technical, and other teams to investigate and resolve clients’ queries.
• Document solutions, workarounds, and best practices in internal knowledge bases to improve team efficiency.
• Take the lead during critical incidents and outages, managing communication with internal stakeholders and driving resolution.

Requirements

• 4+ years of experience in a technical support role, preferably within a SaaS or cloud-based environment.
• Strong experience with SaaS platforms and/or cloud-based technologies.
• Excellent troubleshooting skills with the ability to quickly identify and resolve complex technical issues.
• Strong verbal and written communication skills to effectively guide users through technical issues.
• Experience working with ticketing systems and support management tools.

Nice to Have

• Experience with database queries (SQL, NoSQL), APIs, and integration issues.
• Knowledge of web technology and familiarity with cloud infrastructure (AWS, Azure).
• Prior experience as a senior support engineer or team lead is a plus.

What We Offer

• Competitive salary and benefits package.
• Flexible remote work environment.
• Opportunities for professional development and growth.
• A diverse and inclusive workplace culture.
• Access to cutting-edge technology and resources.