Technical Support Engineer III - SaaS Apps

About the Role :

We are seeking a highly skilled and experienced Technical Support Engineer III to join our dynamic B2B SaaS support team. This role demands a technical expert who can effectively troubleshoot complex issues, provide exceptional customer service, and act as a trusted advisor to our enterprise clients. You will be instrumental in ensuring the reliability and success of our SaaS products through deep technical knowledge and proactive customer engagement.

Key Responsibilities :

• Serve as a senior escalation point for complex technical issues involving SaaS applications, integrations, and cloud infrastructure. Troubleshoot, diagnose, and resolve customer-reported problems with efficiency and accuracy.
• Work closely with Engineering, Product, and Customer Success teams to identify bugs, advocate for customer needs, and contribute to product improvements.
• Leverage in-depth knowledge of SaaS architecture and cloud-based integrations to guide customers through configuration, optimization, and troubleshooting.
• Utilize and manage customer support tools and platforms such as Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, and GetFeedback to track, prioritize, and communicate issues effectively.
• Partner with Customer Success Managers to ensure customers receive a seamless and proactive support experience, driving adoption and satisfaction.
• Create and maintain comprehensive technical documentation, FAQs, and support guides. Mentor junior support engineers and contribute to continuous team learning.
• Lead incident response and root cause analysis for critical issues, providing clear communication to stakeholders and customers during outages or disruptions.
• Provide expert technical support for telephony, dialer, and web conferencing platforms including Outreach, Dialpad, Genesys, 8x8 TalkDesk, 3CLogic, and Five9.

Required Qualifications :

(ref : hirist.tech)