IT Saas Support Specialist

Overview

Job description

We are seeking a skilled IT SaaS Support Specialist to provide technical support for our SaaS-based software solutions to clients primarily based in the US market. The ideal candidate will have a strong technical background, excellent troubleshooting skills, and the ability to manage and resolve complex software-related issues. This role involves diagnosing problems through client-generated tickets, executing database queries, interacting with APIs, and fetching log files from devices for analysis.

Responsibilities:

• Provide comprehensive remote IT support to SaaS clients, ensuring timely resolution of software-related issues.
• Analyze and troubleshoot technical problems related to APIs, database interactions, and system configurations.
• Execute and run database queries to investigate and resolve errors, validate data, and extract insights.
• Perform API calls to test endpoints, validate functionality, and support integration troubleshooting.
• Fetch and analyze log files from devices or servers to diagnose and resolve technical issues.
• Manage and resolve client tickets using the ticketing system, ensuring adherence to SLAs.
• Collaborate with supervisors and escalate unresolved issues for timely and effective resolution.
• Maintain detailed and accurate records of client interactions, issues, and resolutions.
• Continuously update knowledge of SaaS products, APIs, and services to provide effective support.
• Assist in onboarding new clients by explaining SaaS features, integration steps, and troubleshooting processes.
• Ensure high levels of customer satisfaction through professional communication and problem-solving.

Requirements:

• Proven experience in IT software support, preferably in SaaS environments with US-based clients.
• Strong troubleshooting skills with the ability to diagnose software issues, including API and database-related problems.
• Proficiency in executing SQL queries and understanding relational databases.
• Experience with RESTful APIs, including testing and debugging endpoints using tools like Postman.
• Familiarity with remote support tools, log analysis, and monitoring systems.
• Excellent written and verbal communication skills to effectively interact with clients.
• Ability to work independently and manage tasks efficiently during night hours.
• Familiarity with ticketing systems and version control tools (e.g., Git).

Job Types: Full-time, Permanent

Pay: ₹70,577.89 - ₹85,122.38 per month

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Night shift

Supplemental Pay:

• Yearly bonus

Work Location: In person