Business Critical Support Specialist
New
J
JobgetherSaaS / IT Support
Candidates must be based in the United States for the salaried position.Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Advanced written and spoken English
- Experience
- 3–5 years
- Required Skills
- SaaSTechnical support
Requirements
- Bachelor’s degree in Business Administration, Information Technology, Communications, or a related field, or equivalent professional experience.
- 3–5 years of experience in Customer Support, Technical Support, Escalation Management, or a related function within a complex SaaS or technology environment.
- Proven experience directly supporting VIP, enterprise, or high-revenue accounts in a premium, dedicated, or high-touch support capacity.
- Exceptional analytical and problem-solving skills for complex technical investigations and root cause analysis.
- Demonstrated ability to remain calm, focused, and highly communicative during high-pressure system outages and escalations.
- Advanced written and spoken English proficiency, with professional communication skills suitable for C-suite stakeholders.
- Strong relationship-building and collaboration skills to effectively work with Engineering, DevOps, and Product teams.
- Flexibility and initiative to manage day-to-day support while helping build and optimize new operational processes.
- Experience working in an early-stage, agile, or rapidly evolving environment preferred.
- Willingness and ability to travel for on-site customer visits.
Responsibilities
- Serve as a dedicated point of contact and senior escalation resource for premium SaaS customers, taking ownership of high-stakes technical roadblocks, complex workflows, and critical service disruptions.
- Consistently meet or exceed elevated Service Level Agreements (SLAs), ensuring priority routing, rapid responses, proactive communication, and comprehensive resolutions.
- Investigate complex technical issues, identify root causes, coordinate solutions, and drive incidents toward timely resolution.
- Partner closely with Engineering, DevOps, and Product teams to prioritize critical bugs, coordinate incident response, and facilitate rapid fixes.
- Support the development and documentation of operational playbooks, workflows, and standard operating procedures for the premium support organization.
- Act as the primary technical communicator during outages and escalations, providing professional status updates to C-suite stakeholders.
- Represent the needs of critical accounts internally and monitor recurring technical challenges to identify proactive prevention opportunities.
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