Job Description

We are seeking a Technical Support Analyst to provide application support in a SaaS-based environment. This role will support customers by troubleshooting technical issues, collaborating cross-functionally, and ensuring timely resolution in accordance with established SLAs and processes.

Key Responsibilities

  • Provide technical support for a SaaS platform, including investigation and resolution of customer issues.
  • Research, reproduce, diagnose, and troubleshoot issues involving data integrations and file-based transmissions.
  • Work with technologies including SQL, AS2, EDI, XML, and flat files
  • Log, track, and manage issues using Jira and Salesforce, ensuring accurate documentation and timely escalation
  • Escalate issues in accordance with Standard Operating Procedures and communicate status clearly to stakeholders
  • Collaborate with Engineering, Product, and Customer Success teams to drive issue resolut...

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