Platform Support Specialist - SaaS Platforms

Marco Technologies

19h•Remote

About The Position

The Platform Support Specialist – Marco SaaS Platforms serves as a primary client-facing expert supporting Marco’s SaaS platform portfolio. This role is responsible for onboarding new customers, troubleshooting platform issues, resolving support tickets, and ensuring clients successfully adopt and operate Marco’s SaaS platforms. The Platform Support Specialist works directly with customers to provide guidance, training, and technical assistance related to platform configuration, integrations, and operational use. In addition to customer support responsibilities, this role collaborates closely with Product Management and Software Development teams to identify opportunities for platform improvements, gather customer feedback, and document business requirements that contribute to future platform enhancements. This position combines customer support, technical troubleshooting, and business analysis, helping ensure a high-quality customer experience while supporting the continued evolution of Marco’s SaaS platforms.

Requirements

Associate degree in Information Technology, Business, or related field; or equivalent combination of education and experience.
2+ years of experience in one or more of the following areas:
Experience supporting SaaS or cloud-based platforms.
Experience in managed IT services or managed print services environments.
Experience working with device telemetry, SNMP data, or network-connected devices.
Understanding of REST APIs and how systems interact through APIs, including basic troubleshooting of API connectivity and data exchange.
Experience writing user stories or product requirements.
Hands-on experience with device telemetry and network-connected devices, including working knowledge of SNMP and how device data is collected and interpreted.
Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, and common network topologies, with the ability to understand how these affect device connectivity and data flow.
Familiarity with firewall configurations and network policies, including how rules, port access, and traffic filtering impact device communication and service delivery.
Strong troubleshooting and diagnostic skills with the ability to identify root causes of platform or configuration issues.
Basic working knowledge of Windows, macOS and Linux, including navigating the file system and performing routine tasks in the operating environment.
Ability to understand technical systems and how data flows between systems and integrations.
Strong communication skills working with both technical and non-technical users.
Ability to lead onboarding and training sessions with customers.
Strong organizational and time management skills.
Ability to manage multiple client issues simultaneously and prioritize appropriately.
Ability to document business requirements and translate customer needs into development requests.
Strong initiative and problem-solving mindset with the ability to operate independently.
Technical troubleshooting capability, including the ability to remotely access client Windows systems to diagnose issues related to device communication and data collection.
Familiarity working within a ticket-based support system for issue tracking and resolution.

Responsibilities

Lead onboarding sessions for new customers adopting Marco SaaS platforms.
Guide customers through platform setup, configuration, and best practices.
Provide training and ongoing guidance to help customers effectively use the platforms.
Serve as a trusted advisor by helping customers understand and maximize platform capabilities.
Assist customers in understanding reporting, platform insights, and operational workflows.
Conduct platform audits and health reviews with customers to ensure proper system operation and identify optimization opportunities.
Serve as a primary support resource for customers using Marco SaaS platforms.
Respond to support requests via ticketing system, email, or phone in a timely manner.
Troubleshoot platform issues including configuration, integrations, data collection, reporting, and user access.
Accurately log customer issues and maintain detailed ticket documentation.
Identify root causes and escalate issues to engineering teams when necessary.
Provide customers with clear communication regarding issue status and expected resolution timelines.
Maintain and improve internal and external documentation
Develop deep expertise in the capabilities and functionality of Marco SaaS platforms.
Maintain working knowledge of platform architecture, integrations, device data collection, and reporting workflows.
Monitor platform performance trends and proactively identify potential customer issues.
Gathering customer feedback and identifying opportunities to improve the platform experience.
Documenting recurring issues and feature enhancement requests.
Writing clear business requirements and user stories for development teams based on customer needs and operational workflows.
Assisting Product Management with evaluating and prioritizing feature requests and product improvements.
Participating in the development workflow by supporting validation and testing of new platform capabilities.
Assisting in preparing release documentation and customer communication related to new platform capabilities.