Software Support Engineer (SaaS)

Jobgether-posted 2 months ago
11-50 employees
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We are currently looking for a Software Support Engineer (SaaS) in the United States. In this role, you will serve as the technical frontline for enterprise customers, ensuring that software issues are resolved efficiently and permanently. You will take ownership of end-to-end triage, debugging, and resolution, while contributing to long-term product improvements through automation, documentation, and process enhancements. The position requires working closely with engineering teams to implement fixes, prevent recurring issues, and streamline customer experiences across web applications, APIs, and integrations. You will be part of a high-performance, remote-friendly environment that values pragmatism, deep technical problem-solving, and continuous learning. Your work will directly impact the reliability and usability of enterprise SaaS solutions used by large, global organizations.

  • Own incident triage and resolution for customer-reported issues across web, APIs, and integrations.
  • Debug across the stack, including logs, traces, database queries, configuration, and permissions; submit fixes and partner with engineers for larger solutions.
  • Build and maintain internal support tooling such as dashboards, diagnostics, runbooks, and alerting to reduce time-to-resolution.
  • Transform recurring issues into product improvements, documentation, or automated safeguards.
  • Assist with enterprise onboarding, SSO setup, data migration, security reviews, and environment transitions.
  • Author and maintain knowledge resources, including internal KBs, playbooks, and public help centers.
  • Participate in on-call rotations and lead postmortems with clear follow-ups and accountability.
  • Proven experience in software support or technical customer-facing roles, preferably in SaaS or enterprise software.
  • Strong technical problem-solving skills, including familiarity with reading code, scripting, querying databases, and working in cloud infrastructure.
  • Excellent verbal and written communication, able to explain root causes and trade-offs clearly to technical and non-technical stakeholders.
  • Ability to work independently, take ownership, and operate calmly under pressure.
  • Strong user empathy and product-driven mindset.
  • Comfort navigating ambiguity and creating process improvements in a fast-paced environment.
  • Experience with TypeScript/JavaScript, React, Node.js, PostgreSQL, Azure, Kubernetes.
  • Familiarity with SQL, log aggregation, feature flags, alerting, and scripting (Bash/Python).
  • Knowledge of identity and integration systems: SSO/SAML/OIDC, SCIM, Microsoft admin, conferencing/calendar APIs.
  • Exposure to AI-adjacent products or reasoning about AI model behavior.
  • Remote work flexibility across the United States.
  • Competitive salary and potential bonus opportunities.
  • Hands-on experience in enterprise SaaS, working with global clients.
  • Opportunity to influence product improvements directly and see the impact of your work.
  • Professional growth in a fast-paced, high-performance team environment.
  • Access to internal tools, documentation, and a culture of continuous improvement.
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