Support Engineer

Support Engineer - Enterprise SaaS Platform A leading global SaaS company seeks a Support Engineer to lead their customer support operations. This remote position offers the flexibility to work from home while maintaining occasional in-person team collaboration. Role Overview: Front-line technical support engineer providing solutions for enterprise customers. Ideal candidate combines technical expertise with strong documentation and troubleshooting abilities. Key Responsibilities:

• Resolve customer technical issues and provide optimal solutions
• Monitor application and backend processes for SLA compliance
• Create technical documentation and knowledge base articles
• Participate in 24/7 global support coverage rotation
• Maintain expertise in product updates and compliance changes

Required Qualifications:

• BA/BS/MS in relevant field or equivalent experience
• 5+ years enterprise application support experience
• Knowledge of REST APIs and MySQL
• Strong technical documentation abilities
• Experience working in distributed global teams
• Self-starter with independent problem-solving skills
• Excellent communication and presentation abilities

Preferred:

• SaaS application support experience
• XML, Web Services, HTML, Java, JavaScript knowledge

Benefits:

• Competitive compensation package
• Performance bonus structure
• Flexible leave arrangements
• Professional development allowance
• Mental health resources
• Charitable giving programs

Work Environment:

• Remote-first culture with flexible scheduling
• Occasional in-person team events
• Focus on work-life balance
• Global, collaborative team structure

We value diversity and equal opportunity. All qualified candidates will receive consideration regardless of background. Note:

• Applications which do not include a CV or Resume will not be considered due to the volume of applications. We will only contact candidates who are shortlisted for roles.

Job Type: Full-time Pay: $75,000.00 – $130,000.00 per year Benefits:

• Professional development assistance
• Work from home

Schedule:

• Afternoon shift
• Day shift
• Evening shift
• Morning shift

Supplementary Pay:

• Performance bonus

Application Deadline: 23/02/2025