What you'll do
We are looking for a structured, analytical, and client-focused individual to join our global support team as a Technical Product Support Specialist (Remote – SaaS/Cloud). In this fully remote role, you will primarily support clients in North America, while contributing to 24/7 global service continuity through a coordinated Follow the Sun (FTS) support model.
As one of the first hires in your region, you will play a pivotal role in establishing and scaling our technical support operations. This position focuses on triaging and resolving product-related issues, collaborating with internal teams, and ensuring smooth client experiences across our SaaS and on-prem environments.
Your key accountabilities are:
Technical Product Support
- Serve as a first-line technical contact, addressing software issues, configuration questions, and functional inquiries for SaaS and on-premise clients.
- Triage incoming technical tickets, resolve known issues, and escalate complex cases to engineering or product teams with clear context.
- Analyze logs, system behavior, and product usage using tools such as Datadog or similar observability platforms.
- Collaborate across departments to drive timely resolution of client-reported incidents and support requests.
Global Incident Handling
- Participate in a rotating on-call schedule for urgent support needs during weekends or outside of local business hours.
- Ensure seamless handover and coordination with APAC and EMEA teams as part of the Follow the Sun support model.
- Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation.
Additional Scope
- Contribute to the improvement of troubleshooting documentation, support playbooks, and operational processes.
- Collaborate on enhancements to monitoring, alerting, and response workflows across our support environment.
Why we should decide on you
Qualifications
- 2–3 years of experience in technical product support or client-facing operations in a SaaS or cloud-based environment.
- Proficiency in log analysis, issue triage, and using tools like Datadog, Kibana, or Prometheus.
- Familiarity with SQL for investigation and diagnostics; basic cloud knowledge (e.g., AWS) is a plus.
- Strong communication skills in English, with the ability to explain technical topics clearly.
- Comfortable working independently in a remote-first setup, aligned to North American time zones.
- Willingness to join a rotating on-call schedule, including after-hours or weekend coverage when needed.
Key Attributes
- Highly structured and analytical, with strong troubleshooting instincts and attention to detail.
- Calm and dependable in high-pressure or time-sensitive situations.
- Client-focused and collaborative, with a service-oriented mindset.
- Proactive in driving improvements to internal processes and documentation.
- Motivated to help build and scale a globally distributed support function.
Why you should decide on us
- Let’s grow together, join a market leading SaaS company – our agile character and culture of innovation enables you to design our future.
- We provide you with the opportunity to take on responsibility and participate in international projects.
- In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas.
- Our internal mobility initiative encourages colleagues to transfer cross functionally to gain experience and promotes knowledge sharing.
- We are proud of our positive working atmosphere characterized by a supportive team across various locations and countries and transparent communication across all levels.
- Together we're better - meet your colleagues at our numerous team events.
To get a first impression, we only need your CV and look forward to meeting you in a (personal/virtual) interview!
Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.
Are you interested? Apply now!
https://www.regnology.netRole ID- CS_2025_33
Originally posted on Himalayas
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