Key skills
SaaSCRM
About this role
Role Overview
- Own Tier-2 Escalations
- Triage and resolve complex technical issues escalated from Tier 1, AM, and PGS teams
- Reproduce bugs, isolate root causes, and determine whether issues are configuration-, data-, integration-, or platform-related
- Provide clear interim updates and technical summaries for customer-facing teams
- Debug Integrations and Data Flows
- Investigate issues across key integrations (CRM sync, enrichment pipelines, email infrastructure, browser extensions)
- Validate API calls, troubleshoot CRM setups, webhook activity, and data transformations
- Partner with engineering to confirm expected vs. actual system behavior
- Incident & Bug Management
- Create structured bug reports with reproducible steps, logs, and impact assessments
- Classify severity and coordinate with engineering on prioritization and resolution timelines
- Track issues through resolution and communicate status to stakeholders
- Operational Tooling & Documentation
- Build and maintain advanced troubleshooting guides and internal runbooks
- Document known issues, workarounds, and diagnostic steps
- Improve internal knowledge base and escalation workflows
- Product Feedback Loop
- Identify recurring failure points, friction, or reliability risks
- Translate ticket patterns into actionable product insights
- Partner with product and engineering on long-term fixes and preventative improvements
- Process & Systems Improvement
- Optimize support workflows, tagging, and escalation paths
- Contribute to SLA adherence, response-time tracking, and resolution metrics
- Help design scalable support infrastructure as volume grows
Requirements
- 3–5 years of experience in technical support, solutions engineering, or operations roles in a SaaS environment
- Experience troubleshooting APIs, integrations, or data pipelines
- Strong debugging skills across logs, system behavior, and configuration layers
- Experience writing technical documentation and internal runbooks
- Familiarity with support platforms (Zendesk, Intercom, Pylon, etc.)
- Experience partnering closely with engineering and product teams