Serve as a dedicated point of contact and senior escalation resource for premium SaaS customers, taking ownership of high-stakes technical roadblocks and critical service disruptions.
Partner closely with Engineering, DevOps, and Product teams to prioritize critical bugs, coordinate incident responses, and advocate for the operational needs of high-value customers.
Support the Head of Business Critical Support in testing, validating, and continuously improving workflows and standard operating procedures for the premium service tier.

Requirements:

3–5 years of experience in Customer Support, Technical Support, or Escalation Management within a complex SaaS environment.
Proven experience supporting VIP, enterprise, or high-revenue accounts in a premium, dedicated, or high-touch support capacity.
Exceptional analytical and problem-solving skills with the ability to investigate complex technical issues and develop effective solutions.

Benefits:

Remote position for eligible U.S.-based salaried employees with company-provided equipment.
Comprehensive healthcare benefits including Health, Dental, Vision, Life, Accident, Short-Term Disability, and Critical Illness coverage.
Strong emphasis on flexibility, work-life balance, and a collaborative team culture that values integrity and accountability.

Partner Company

Our partner is a SaaS technology company that delivers critical support services to high-value enterprise customers. They are building a new premium support function and value a collaborative, high-performance culture with a focus on integrity and accountability.

Apply for This Position