SaaS Support Specialist – Level 1

About the role

The SaaS Support Specialist – Level 1 will be the first point of contact for customers using our cloud‑based applications. Working in a hybrid setting in the National Capital Region, you will resolve routine issues, gather detailed troubleshooting data, and ensure smooth hand‑offs to higher‑level teams.

Key responsibilities

• Respond promptly to inbound tickets, emails and phone calls, using approved documentation and knowledge‑base articles.
• Collect complete troubleshooting information (browser errors, screenshots, logs, URLs, environment details) before escalating.
• Perform basic troubleshooting following documented playbooks and classify tickets by severity, category and ownership.
• Escalate issues that fall outside the Level 1 scope while keeping customers informed throughout the process.
• Maintain accurate ticket records to enable seamless hand‑offs and identify gaps in support documentation.
• Participate in rotating global support schedules as required.

Required profile

• 1–2 years of professional technical customer support experience, preferably with SaaS or web‑based products.
• Strong written and verbal English communication skills; comfortable handling phone and email interactions.
• Attention to detail and ability to manage multiple tickets and priorities simultaneously.
• Customer‑focused mindset with the ability to explain technical concepts to non‑technical users.

Required skills

• Experience with ticketing platforms such as Zendesk, Intercom, Freshdesk, Jira Service Management or Salesforce Service Cloud.
• Basic understanding of HTTP, web applications and APIs.
• Familiarity with GitHub repositories, pull requests, branches, commits and issues; solid grasp of Git concepts.
• Use of AI tools for support tasks.