SaaS Technical Support Specialist

We build strong relationships based on highest level of integrity, quality and quality.
Key Talents provides a various rage of services to companies and individuals focusing on recruitment, training, career advisory, QA audit, IT consultancy services, QA training delivered for individuals or client’s internal teams.

Requirements

You are interested in being an early employee of a new tech team.
Participate in building a tech team
Strong focus on learning & innovation
You share the desire to grow into improving security, resilience, reducing vulnerabilities
You are investigative in the tech approach
You’re a firm believer in the power of knowledge sharing and like helping others grow, perform better, and become stronger as professionals.

Soft skills:

You are interested in being an early employee of a new tech team.
You share the desire to grow into improving security, resilience, reducing vulnerabilities
You are investigative in the tech approach
You’re a firm believer in the power of knowledge sharing and like helping others grow, perform better, and become stronger as professionals.
You can easily adapt your communication style depending on the audience.
You have an excellent level of English
Curiosity, pragmatism, open-mindedness, adaptability and resourcefulness
You are an excellent listener and able to relate to a wide range of stakeholders
You have a good team spirit, you like to share what you learn and also learn from others
You can work autonomously in small distributed teams

You have the following skills and qualifications

The ideal candidate must possess a minimum of three years of experience in the role of an API Support Engineer, Cloud Engineer, Technical Support Engineer, demonstrating a proven track record of managing and resolving complex technical issues within a SaaS environment.
Possessing a comprehensive background and work experience in providing technical support for the Auth0 API
Demonstrating an intricate and profound comprehension of integrating third-party services, coupled with the capability to meticulously analyze event logs and connection discrepancies, and proficient utilization of browser developer tools.
Extensive expertise in managing Microsoft Windows Active Directory and the implementation of complex group-based access policies, coupled with a rich history of providing support in these areas.
Extensive proficiency in providing technical support for operating systems including Windows and macOS, demonstrating a comprehensive understanding of their functionalities and troubleshooting methodologies.
Understanding the architecture, deployment, and maintenance of software as a service (SaaS) solutions.
Awareness of industry-specific compliance standards and regulations (e.g., GDPR, HIPAA) that may impact the deployment and management of SaaS solutions.
Proficiency in using incident management and ticketing systems (e.g., JIRA, Zendesk, ServiceNow) for tracking customer issues and resolutions

Nice to have

Experience with digital signing, eID-based products
AWS Cloud experience
Proficiency in languages other than English to support a growing and diverse customer base
Understanding of DevOps practices and tools for collaborating with development teams and improving the overall product experience.

Role

In this role, you’ll tackle a variety of inquiries and technical issues brought forth by their customers, the first-level Support team, and potential customers interested in learning more about their platforms. If you’re passionate about resolving intricate user problems and are keen
on expanding your knowledge of ITSM tools and AWS Cloud, all while being at ease in a globally dispersed team environment, this position is perfect for you

Responsibilities

Investigate and escalate problem reports escalated by the First Line of Support
Provide guidance and hands-on assistance with the Verified APIs and our products.
Coordinate Major Incidents and drive the communication routines associated with this process.
Engage with our Product team to translate customer feedback into actionable product updates and improvements
Act as a liaison between customers and the technical teams, ensuring clear
communication and effective resolution of complex technical problems.
Monitor and report on the status of issue resolution efforts, keeping stakeholders informed throughout the process.
Educate clients on best practices concerning Verified products

Our client is a Nordic based company, with 100+ employees, dedicated to building trust and adding value for their customers. They secure and automate their client’s most advanced workflows and onboarding processes using their API-first SaaS & PaaS products, enabling businesses with powerful but simple electronic signing, electronic identification, Anti-Money Laundering and Smart Forms capabilities.

Their culture is based on a lean and self-organizing attitude, trust, respect and flexibility with your way of life. Our client is looking for people without ego, who do not hide their strengths or their weaknesses, ready to help their teammates and share their ideas with the team. Their ambition is to become worldwide leaders in the digital eID market and to offer their partners the best experiences to suit their needs.