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Provide high-level technical support for SaaS applications, including monitoring system performance, resolving issues, and ensuring system availability and reliability.Diagnose, troubleshoot, and resolve complex system issues while ensuring minimal disruption to users and business operations.Serve as an escalation point for advanced user inquiries and provide guidance, training, and resources to end-users to maximize system efficiency.
Proficiency in troubleshooting technical issues and working with vendors to resolve escalated incidents.Familiarity with ITIL practices for incident, problem, and change management. Excellent communication skills and the ability to explain technical concepts to non-technical stakeholders. Experience with tools such as ticketing systems, monitoring dashboards, and user management platforms.Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.• Ability to work independently and as part of a team.• Proactive approach to learning new technologies and staying updated on SaaS trends.
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