SAAS Implementation and Support Specialist

Job Title: SAAS Implementation and Support Specialist

Location: Remote

Duration: 12 Months

NO H1B

JobDescription:

Role Overview

We are seeking a detail-orientedImplementation & Support Specialist to serve as the backbone of ourCustomer Success team. This role is not customer-facing but will be critical inensuring smooth onboarding, configuration, and ongoing support for our SaaSplatform.

You will work closely with our CustomerSuccess Managers (CSMs) to handle all platform settings, configurations, andsetup, as well as troubleshoot issues and coordinate solutions with Product andEngineering. You will be the go-to resource for managing system configurations,proactively identifying potential issues, and ensuring a seamless productexperience for our customers.

Key Responsibilities

Implementation& Configuration

• Own the technical setup and configuration of new customer accounts based on specifications provided by the CSM.
• Manage system settings and ensure platform configurations align with customer needs.
• Maintain an internal knowledge base of setup best practices, configuration templates, and troubleshooting guides.

Support &Troubleshooting

• Act as the first line of internal support for CSMs, diagnosing issues and identifying resolutions.
• Investigate system errors, data discrepancies, and functionality concerns, providing detailed analysis.
• Escalate technical issues to Product and Engineering, tracking resolution timelines and communicating updates to CSMs.
• Proactively monitor customer setups to identify potential risks or inefficiencies before they impact customers.

Collaboration& Process Improvement

• Partner with CSMs to streamline implementation workflows and improve onboarding efficiency.
• Work closely with Product teams to document common issues, feature requests, and usability enhancements.
• Contribute to support documentation, FAQs, and internal training materials.
• Help refine internal processes to scale implementation and support operations efficiently.

Who You Are

• Highly detail-oriented with a strong ability to follow processes and document findings.
• A problem solver who enjoys troubleshooting and digging into system configurations.
• Comfortable working in a fast-paced, startup environment, where processes and tools are evolving.
• Strong at internal communication, ensuring CSMs and Product teams have clear, actionable information.
• A team player who thrives in a collaborative role, ensuring customer success through behind-the-scenes execution.

Qualifications

• 2+ years of experience in SaaS implementation, technical support, or system administration.
• Strong technical aptitude familiarity with SaaS configurations, APIs, or system integrations is a plus.
• Experience with CRM, ticketing systems, or customer support platforms (e.g., Zendesk, Salesforce, Jira).
• Excellent analytical and troubleshooting skills.
• Ability to prioritize multiple tasks and manage competing deadlines.

Submission Format:

• Full Name:
• Current Location:
• Availability to Start:
• Expected Pay Rate:
• Contact#:
• Mail Id:
• Linkedin:

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Job Title: SAAS Implementation and Support Specialist

Location: Remote

Duration: 12 Months

NO H1B

JobDescription:

Role Overview

We are seeking a detail-orientedImplementation & Support Specialist to serve as the backbone of ourCustomer Success team. This role is not customer-facing but will be critical inensuring smooth onboarding, configuration, and ongoing support for our SaaSplatform.

You will work closely with our CustomerSuccess Managers (CSMs) to handle all platform settings, configurations, andsetup, as well as troubleshoot issues and coordinate solutions with Product andEngineering. You will be the go-to resource for managing system configurations,proactively identifying potential issues, and ensuring a seamless productexperience for our customers.

Key Responsibilities

Implementation& Configuration

• Own the technical setup and configuration of new customer accounts based on specifications provided by the CSM.
• Manage system settings and ensure platform configurations align with customer needs.
• Maintain an internal knowledge base of setup best practices, configuration templates, and troubleshooting guides.

Support &Troubleshooting

• Act as the first line of internal support for CSMs, diagnosing issues and identifying resolutions.
• Investigate system errors, data discrepancies, and functionality concerns, providing detailed analysis.
• Escalate technical issues to Product and Engineering, tracking resolution timelines and communicating updates to CSMs.
• Proactively monitor customer setups to identify potential risks or inefficiencies before they impact customers.

Collaboration& Process Improvement

• Partner with CSMs to streamline implementation workflows and improve onboarding efficiency.
• Work closely with Product teams to document common issues, feature requests, and usability enhancements.
• Contribute to support documentation, FAQs, and internal training materials.
• Help refine internal processes to scale implementation and support operations efficiently.

Who You Are

• Highly detail-oriented with a strong ability to follow processes and document findings.
• A problem solver who enjoys troubleshooting and digging into system configurations.
• Comfortable working in a fast-paced, startup environment, where processes and tools are evolving.
• Strong at internal communication, ensuring CSMs and Product teams have clear, actionable information.
• A team player who thrives in a collaborative role, ensuring customer success through behind-the-scenes execution.

Qualifications

• 2+ years of experience in SaaS implementation, technical support, or system administration.
• Strong technical aptitude familiarity with SaaS configurations, APIs, or system integrations is a plus.
• Experience with CRM, ticketing systems, or customer support platforms (e.g., Zendesk, Salesforce, Jira).
• Excellent analytical and troubleshooting skills.
• Ability to prioritize multiple tasks and manage competing deadlines.

Submission Format:

• Full Name:
• Current Location:
• Availability to Start:
• Expected Pay Rate:
• Contact#:
• Mail Id:
• Linkedin:

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.