SaaS Support Senior/Supervising Associate

Responsibilities

• Provide advanced troubleshooting and resolution of escalated technical issues related to SaaS solutions.
• Act as a point of escalation for Tier 2 support staff, handling critical customer issues.
• Collaborate with Product, Content, and Engineering teams to investigate queries and suggest product improvements.
• Lead during critical incidents and outages, managing communication with internal stakeholders.
• Document solutions, workarounds, and best practices in internal knowledge bases.
• Maintain high customer satisfaction through timely resolutions and proactive communication.

Requirements

• Strong experience with SaaS platforms and/or cloud-based technologies.
• Proficiency in troubleshooting at the system, application, and network levels.
• Excellent verbal and written communication skills with the ability to explain technical concepts to users.
• Strong analytical and problem-solving skills with a focus on customer experience.
• Ability to manage time effectively and work under pressure in a fast-paced environment.

Preferred Qualifications

• 4+ years of experience in a technical support role, preferably in a SaaS or cloud environment.
• Experience with database queries (SQL, NoSQL), APIs, and integration issues.
• Knowledge of web technology and familiarity with cloud infrastructure such as AWS or Azure.
• Experience working with ticketing systems and support management tools.
• Familiarity with ITIL or other incident management frameworks.
• Experience in a large global organization, ideally within the legal or tax sectors.

About the Company

EY is building a better working world by creating new value for clients, people, society, and the planet. Our SaaS Centre of Excellence (CoE) supports a rapidly growing suite of tax and law technology solutions, helping clients navigate complex global requirements through advanced digital platforms.