Position Overview

We are seeking a SaaS Support Engineer to provide exceptional technical support for our advanced manufacturing platform. In this role, you will be the first line of defense in ensuring our customers' success by diagnosing and resolving technical issues, supporting production environments, and collaborating with internal product teams to deliver solutions. This is an ideal opportunity for a motivated problem-solver with strong technical acumen and a passion for customer success.

Key Responsibilities

• Customer Solution Management: Configure, implement, and manage customer solutions on the Manufacturo platform, ensuring seamless integration and performance.
• Technical Support: Provide exceptional technical support to customers, addressing and resolving issues across production environments promptly and professionally.
• Incident Diagnosis and Resolution: Investigate, troubleshoot, and resolve technical problems, minimizing downtime and operational disruptions.
• Collaboration: Work closely with product and development teams to escalate and resolve complex issues, submitting code changes when necessary.
• Monitoring and Analysis: Utilize tools like Azure Log Analytics, App Insights, and Azure Monitor to monitor system health and proactively address performance concerns.
• Process Improvement: Document troubleshooting steps, create knowledge bases, and continuously improve support processes for efficiency and scalability.
• Training and Guidance: Provide training and best practices to customers, ensuring they maximize value from our platform.
• System Performance Monitoring: Regularly review system logs, performance metrics, and error reports to identify trends and opportunities for optimization.

Qualifications

Required Skills & Experience:

• Customer Success Focus: Passion for delivering exceptional service and building positive relationships.
• Technical Expertise: Experience troubleshooting software systems, preferably in SaaS/cloud environments.
• Problem Solving: Strong analytical and investigative skills with the ability to diagnose technical issues effectively.
• **Technical Tools: **
• Monitoring tools: Azure Log Analytics, App Insights, Azure Monitor (or equivalent).
• Service management tools: Jira Service Management or similar platforms.
• Programming Knowledge: Familiarity with the following technologies is a plus:
• Angular/JavaScript
• C#/.NET
• MSSQL
• Education: Bachelor's degree in Computer Science, Information Systems, or equivalent experience.

Preferred Skills:

• Experience supporting or implementing manufacturing systems.
• Knowledge of SaaS architecture, cloud platforms (Azure preferred), and microservices.
• Experience debugging cloud applications and deploying fixes.