SaaS Support Analyst
SaaS Support Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Key Responsibilities
- Provide Level 1 and Level 2 support for various modules of our financial SaaS platform.
- Own support tickets from creation to resolution while meeting agreed SLAs.
- Communicate effectively and professionally via email chat and video calls.
- Log track and prioritize incidents feature requests and bugs using JIRA.
- Contribute to and maintain support documentation and knowledge base in Confluence.
- Collaborate with crossfunctional teams including Product QA and Engineering to escalate and resolve complex issues.
- Monitor recurring incidents and suggest process improvements or product enhancements.
- Participate in client onboarding and training sessions as needed.
- Proactively follow up on open issues and ensure timely updates to clients.
- Help management with the preparation of monthly reports such as but not limited to support activities uptime security events/incidents
- Help management with the gathering of ITrelated information into our Information Security Platform for compliance with cybersecurity best practices
Requirements
- 4 years of experience in IT support and/or SaaS application support.
- Familiarity with Treasury Cash Management and IFRS 16 concepts or a willingness to learn quickly.
- Strong command of English both written and spoken with a professional and empathetic communication style.
- Familiarity with support ticketing systems SLA management and escalation procedures.
- Handson experience with Atlassian JIRA and Confluence including configuration and workflow setup.
- Comfortable working in a remote asynchronous and collaborative team environment.
- Techsavvy with an ability to quickly grasp new systems and tools.
Preferred Qualifications
- Exposure to or certification in ITIL or similar support frameworks.
- Experience supporting international clients across time zones.
- Familiarity with cloudbased SaaS platforms APIs or integration workflows.
- Exposure to financial systems or accounting software is a plus.
- Basic scripting or automation knowledge for IT tasks (PowerShell Bash etc. is a bonus.
Employment Type
Full Time
