What you'll do We are looking for astructured, analytical, and client-focusedindividual to join our global support team as aTechnical Product Support Specialist (Remote – SaaS/Cloud). In this fully remote role, you will primarily support clients in North America, while contributing to24/7 global service continuitythrough a coordinated Follow the Sun (FTS)support model. As one of thefirst hires in your region, you will play a pivotal role inestablishingand 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 afirst-line technical contact, addressing software issues, configuration questions, and functional inquiries for SaaS andon-premiseclients. - Triage incomingtechnical tickets, resolve known issues, and escalate complex cases to engineering or product teams withclearcontext. - Analyze logs, system behavior, and product usage using tools such as Datadogor similar observability platforms. - Collaborate across departments to drivetimelyresolution of client-reported incidents and support requests. Global Incident Handling - Participate in a rotatingon-call schedulefor 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,maintainingclear internal communication and documentation. Additional Scope - Contribute to the improvement of troubleshooting documentation,supportplaybooks, and operational processes. - Collaborate on enhancements tomonitoring, alerting, and response workflows across our support environment. Why we should decide on you Qualifications - 2–3 years of experience intechnical product supportorclient-facing operationsin a SaaS or cloud-based environment. - Proficiencyinlog analysis, issue triage, and using tools like Datadog, Kibana, or Prometheus. - Familiarity withSQLfor investigation and diagnostics; basic cloud knowledge (e.g., AWS) is a plus. - Strong communicationskills in English, with the ability to explain technical topics clearly. - Comfortable working independently in aremote-first setup, aligned to North American time zones. - Willingness to join arotating on-call schedule, including after-hours or weekend coverage when needed. Key Attributes - Highlystructured 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 helpbuild and scalea globally distributed support function. Why you should decide on us - Let’sgrow together, join a market leading SaaScompany – 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 offernumerousindividual 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 acrossvarious locationsand countries and transparent communication across all levels. - Togetherwe'rebetter - meet your colleagues at ournumerousteam 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! Role ID- CS_2025_33 #J-18808-Ljbffr