SaaS Customer Support Specialist

SaaS Technical Customer Support Specialist Summary: 
This position needs a motivated, passionate techno-functional professional who is driven by customer satisfaction and results. Though prior experience is always a plus, this role really requires someone who has the right aptitude to jump head first into the organization and grow alongside the business regardless of background. This is a unique opportunity in that you are able to get in on the ground floor of the next high growth tech company in Raleigh with plans for extreme growth for both the company and the individuals in it.

Key Responsibilities:

Case Management

· Deliver end-to-end case management: intake, troubleshooting, resolution, and closure with proactive updates and SLA adherence.

· Develop and document clear technical action plans for complex customer issues.

· Troubleshoot product installation, performance, configuration, and integration issues.

· Reproduce customer-reported issues using lab environments to isolate root cause and validate fixes.

· Perform real-time support sessions via phone, screen share, or chat to analyze and remediate customer systems.

· Collect logs and technical diagnostics; analyze and summarize key findings.

· Escalate product issues, defects, or platform risks to Technical Services, Engineering, or Account Teams as appropriate.

· Manage and maintain personal case queues, including ticket hygiene and suspended queue cases.

Knowledge & Documentation

· Search and apply knowledge content to every case; flag gaps in documentation.

· Begin contributing to our Knowledge Base (KB/FAQ) through concise article creation or suggested updates.

· Link cases to existing bugs or enhancement requests, and file new ones with complete context.

· Review test areas in new releases and provide feedback (not QA).

· Engage with internal Slack/Teams channels to stay aligned with product changes, customer impact, and known issues.

Community & Collaboration

· Answer unresolved community thread questions and moderate forums (optional, growth area).

· Collaborate with Product, Engineering, and Customer Success teams to ensure shared context and coordinated resolution.

· Provide occasional onboarding or process training to new hires (optional, growth area).

Operational Excellence

· Participate in support operations, including:

 -  Responding to inbound support calls (for Diamond Customers) if applicable [for Internal JD only]

 - Handling regional case queues and shift-based responsibilities

 - Documenting case history and technical notes in ServiceCloud

· Stay current with product updates and participate in release testing, where appropriate.

Key Capabilities & Skills

· Strong troubleshooting skills across software, systems, and user environments (OS, networking, databases).

· Ability to manage multiple tickets and meet deadlines in a fast-paced, SLA-driven environment.

· Proficient in reproducing customer issues in-house and providing root cause analysis.

· Clear, structured communication to both technical and non-technical users.

· Familiarity with support case management systems (e.g., Salesforce/ServiceCloud).

· Developing authoring skills for KB articles and documentation.

· Familiarity with scripting, SQL, cloud/SaaS architecture is a plus.

Required Skills:

· 1 - 3 years of experience in technical product support, preferably in a SaaS or enterprise environment.

· SQL experience is a must have for this role

· Ability to work in a Hybrid environment in Raleigh, NC 

· Experience in legal tech, document lifecycle software, or Microsoft Office integrations is an advantage.

· Ability to work rotating shifts to support global customers, including after-hours/on-call rotation as needed.

Why apply for this job?
If you are a Support professional that wants the opportunity to work on fulltime with a high growth organization looking to make a big impact on the Raleigh tech scene, then apply today!

Unable to partner with 3rd party vendors for this opportunity
This position requires authorization to work in the U.S.
This position is unable to sponsor H1Bs.