Software Support Specialist (SaaS)

As a Product Consultant for our Enterprise SaaS client, you will be an integral part of our dynamic team dedicated to providing exceptional support for a leading event marketing and automation platform. Your role will involve resolving intricate client issues, managing support cases from start to finish, and collaborating with internal teams to enhance the overall client experience. In this position, you will have the opportunity to leverage your technical prowess, innovative problem-solving skills, and customer service acumen within a fast-paced SaaS environment that caters to enterprise clients. Your responsibilities will include managing and resolving complex client queries, such as bug-related issues, detailed event setups, and intricate platform configurations. You will conduct research to offer strategic recommendations that foster platform adoption and growth. Additionally, you will deliver high-level support for a marketing event platform and its integrations, ensuring a seamless process from case intake to resolution. Your role will also involve applying creative problem-solving techniques and critical thinking to address real-world scenarios, documenting client workflows and best practices, and providing strategic program management and technical guidance to high-tier clients. As you progress in this role, you may take on additional responsibilities like project participation, mentorship, or specialization in particular subject areas. Ideally, you should hold a Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. A minimum of 2+ years of experience in technical consulting, customer success, or product support roles is required. You should possess a strong understanding of SaaS platforms, particularly in marketing automation or CRM (e.g., Salesforce, Marketo), along with demonstrated experience in supporting enterprise clients. Excellent verbal and written communication skills, proactive customer service approach, strong organizational and time management capabilities are essential. Proficiency in HTML, CSS, JavaScript, and API integrations would be a bonus. This is a full-time, permanent position with benefits including health insurance, leave encashment, life insurance, and provident fund. The role involves working in rotational shifts at the specified in-person location, with an expected start date of 21/07/2025.,