SaaS Application Support Analyst

SaaS Application Support Analyst

Employment Type: Direct-Hire/Full-Time

Workplace Environment: Remote (Can site anywhere in the US)

Industry: Digital Advertising Services

Compensation: $90k - $100k

SUMMARY:

We're looking for a proactive and detail oriented SaaS Application Support Analyst to join our growing team. In this role, you'll support a dynamic ecosystem of applications across the business-including Salesforce, NetSuite, and FreshService. You'll troubleshoot platform issues, manage data workflows, support integrations, and help keep our mission-critical systems running smoothly.

If you enjoy fast-paced environments, solving complex problems, and working across multiple platforms, this role is for you.

RESPONSIBILITIES:

• Support daily operations across a broad portfolio of SaaS applications (Salesforce, NetSuite, FreshService, and others).


• Troubleshoot a wide range of issues-from login/access problems to workflow and field configuration updates.


• Manage and support data migrations, including validation, ingestion, and gap analysis.


• Analyze application data to spot issues, trends, and opportunities for optimization.


• Perform platform administration tasks (no coding required): configurations, fields, roles, permissions, workflows, and settings.


• Support integrations using APIs, JSON structures, and automation tools like Workato.


• Maintain and troubleshoot automations connecting our various SaaS platforms.


• Handle support ticket queues, with Salesforce currently generating the highest volume.


• Collaborate with cross-functional teams on system improvements and issue resolution.


• Create and maintain documentation for configurations, processes, and recurring issues.

REQUIREMENTS:

• 4-5 years of experience in SaaS support, application support, or a similar technical support role.


• Experience working in a mid-size to large, fast-paced environment with multiple applications.


• Strong understanding of SaaS application administration.


• Experience supporting data migrations, data analysis, and gap analysis.


• Familiarity with API based integrations, JSON structures, and data ingestion.


• Hands-on experience with integration/automation tools-Workato strongly preferred.


• Ability to manage and troubleshoot high-volume support queues.


• Experience supporting key SaaS products such as Salesforce, NetSuite, and FreshService.


• Excellent communication, analytical thinking, and problem solving skills.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.