IT Saas Support Specialist

You will be responsible for providing technical support for SaaS-based software solutions to clients primarily in the US market. Your role will involve diagnosing problems through client-generated tickets, executing database queries, interacting with APIs, and fetching log files for analysis. **Key Responsibilities:** - Provide comprehensive remote IT support to SaaS clients, ensuring timely resolution of software-related issues. - Analyze and troubleshoot technical problems related to APIs, database interactions, and system configurations. - Execute and run database queries to investigate and resolve errors, validate data, and extract insights. - Perform API calls to test endpoints, validate functionality, and support integration troubleshooting. - Fetch and analyze log files from devices or servers to diagnose and resolve technical issues. - Manage and resolve client tickets using the ticketing system, ensuring adherence to SLAs. - Collaborate with supervisors and escalate unresolved issues for timely and effective resolution. - Maintain detailed and accurate records of client interactions, issues, and resolutions. - Continuously update knowledge of SaaS products, APIs, and services to provide effective support. - Assist in onboarding new clients by explaining SaaS features, integration steps, and troubleshooting processes. - Ensure high levels of customer satisfaction through professional communication and problem-solving. **Qualifications Required:** - Proven experience in IT software support, preferably in SaaS environments with US-based clients. - Strong troubleshooting skills with the ability to diagnose software issues, including API and database-related problems. - Proficiency in executing SQL queries and understanding relational databases. - Experience with RESTful APIs, including testing and debugging endpoints using tools like Postman. - Familiarity with remote support tools, log analysis, and monitoring systems. - Excellent written and verbal communication skills to effectively interact with clients. - Ability to work independently and manage tasks efficiently during night hours. - Familiarity with ticketing systems and version control tools (e.g., Git).,