Saas Customer Support Engineer

Job Overview

As a Saas Customer Support Engineer  you will be responsible for managing customer and partner communications to resolve support tickets, ensuring timely resolution within contractual SLAs, and contributing to the overall customer experience. This role requires strong technical troubleshooting skills across data platforms, networking, and SaaS environments, combined with a customer‑first mindset and excellent communication abilities.

Key Responsibilities

• Manage all communication with customers and partners required to resolve support tickets.
• Resolve support tickets within contractual Service Level Agreements.
• Coordinate and track ticket escalations.
• Maintain accurate records of communication and actions in Zendesk.
• Contribute frequently asked questions and solutions to the Collibra knowledge base.