Customer Support Specialist – SaaS Compliance Platform

Job Title: Customer Support Specialist – SaaS Compliance Platform

Location:

Employment Type: Full Time

About the Company

SOC 2, GDPR, and ISO 27001

Role Overview

Customer Support Specialist (Level 1/2)

Key Responsibilities

• Serve as the

  first line of support

  for customer inquiries related to platform use, integrations, and configuration.
• Provide clear and accurate

  email or chat responses

  to Level 1 and Level 2 technical and product questions.
• Occasionally provide call support- English speaking skills need to be great!
• Collaborate with internal technical teams to troubleshoot and escalate more complex AWS or integration issues.
• Assist users in understanding the SaaS offerings, compliance features, and product workflows.
• Maintain detailed records of customer interactions and ensure timely follow-up on open issues.
• Identify recurring issues or customer feedback trends to suggest improvements to product and documentation.

Qualifications & Skills

• 1–3 years of experience

  in SaaS product support, customer success, or technical support (L1/L2).

• Excellent written communication skills in English (required)

• Strong verbal communication skills in English (required)

• Proficiency in German (spoken and/or written) is a plus

• Understanding of

  AWS integrations

  or cloud-based SaaS environments.
• Basic familiarity with

  compliance standards

  such as GDPR, SOC 2, or ISO 27001 preferred.
• Empathetic, detail-oriented, and able to explain technical concepts in simple terms.
• Experience using

  support tools

  (Zendesk, Freshdesk, Intercom, or similar).

Equal Opportunity Statement

BigRio is an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, religion, national origin, sex, sexual orientation, gender identity, age, pregnancy, status as a qualified individual with disability, protected veteran status, or other protected characteristic as outlined by federal, state, or local laws. BigRio makes hiring decisions based solely on qualifications, merit, and business needs at the time. All qualified applicants will receive equal consideration for employment.