Technical Support Engineer (Entry Level | SaaS)

LSPedia Inc•Farmington Hills, MI

33d•Onsite

About The Position

LSPedia is seeking a motivated Entry-Level Technical Support Engineer (SaaS) to join our growing team. This role is ideal for recent graduates or early-career professionals interested in software support, SaaS platforms, and technical problem-solving. In this role, you will support LSPedia’s OneScan platform, a leading supply chain traceability and compliance solution used by pharmaceutical companies worldwide. Through hands-on training, mentorship, and real customer support experience, you will develop the technical skills needed to troubleshoot software issues, analyze system behavior, and support enterprise customers. This position includes a structured three-month training program designed to prepare you to transition into a full Technical Support Engineer role by building strong technical expertise, troubleshooting capabilities, and customer support skills.

Requirements

Associate or Bachelor’s degree in Engineering, Computer Science, Information Systems, Science, or a related technical field.
Strong interest in technical troubleshooting, SaaS platforms, and software systems.
Excellent communication and customer service skills.
Basic understanding of XML or structured data formats.
Familiarity with Microsoft Office tools.
Ability to work both independently and collaboratively in a fast-paced environment.
Strong problem-solving skills and willingness to learn.

Nice To Haves

Internship or experience in technical support, IT support, or help desk roles.
Familiarity with SaaS products, CRM systems, or ticketing platforms (Freshdesk, Zendesk, etc.).
Basic knowledge of APIs, databases, or software troubleshooting.
Interest in building a career in technical support engineering or software systems.

Responsibilities

Learn and support LSPedia’s OneScan SaaS platform and related technologies.
Work with Support Engineers, Account Managers, and customers to troubleshoot technical issues.
Use Freshdesk and other ticketing tools to track and resolve customer support requests.
Investigate software issues by analyzing system behavior, data, and configurations.
Provide clear communication and timely updates to customers regarding issue resolution.
Escalate complex technical issues to senior engineers when necessary.
Document troubleshooting steps and solutions to maintain accurate support records.
Participate in team meetings and training sessions to develop technical and product knowledge.