SaaS Customer Support Specialist

People Architects is partnering with a fast growing SaaS company that is actively growing its Customer Service team. We are looking for someone comfortable providing Tier 1 support who can flex up as needed. We need someone who enjoys digging into technical issues, working through integrations, and partnering closely with Engineering and Product to resolve problems.

With a team in motion, this company is improving how support is structured, documented, and scaled. It’s a strong fit for someone who likes solving real customer problems, learning how complex systems work, and helping shape the evolution of a support function.

Summary:

This role sits at the center of the customer experience. You’ll own inbound support tickets, troubleshoot technical and workflow issues, and help customers successfully use a complex SaaS platform. The environment is fast-paced, collaborative, and evolving, ideal for someone who likes problem-solving, digging into systems, and improving how support operates.

If you enjoy solving technical problems, working directly with customers, and being part of a team that’s building and improving as it grows, this could be a great fit. 

Key Responsibilities:

• Own and manage the inbound support queue across multiple channels
• Troubleshoot technical issues including integrations, workflows, and data syncs
• Review logs, API activity, and system behavior to identify root causes
• Triage and escalate issues to Engineering with clear documentation and context
• Support customers via email and phone, ensuring clear and timely communication
• Help identify trends and recurring issues to improve product and support processes
• Contribute to documentation and knowledge base articles
• Partner closely with Customer Success, Product, and Engineering teams
• Maintain strong SLA performance and high customer satisfaction
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Qualifications (Required and Preferred):

• 2+ years in technical customer support, implementation, or SaaS support role
• Strong troubleshooting skills with an interest in systems, integrations, or APIs
• Experience with support tools (Zendesk, Intercom, Freshdesk, or similar)
• Ability to clearly communicate technical issues in a simple, customer-friendly way
• Comfortable working in a remote, fast-paced environment with high ticket volume
• Strong ownership mindset and ability to manage competing priorities

• Exposure to integrations across HR, compliance, workforce, operational, or third-party data systems
• Experience in scaling support processes or documentation

We are committed to a diverse and inclusive workplace. People Architect and our clients are equal opportunity employers and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Applicants for employment with any of People Architect’s clients will never be asked to provide money (even if reimbursable) as part of the job application or hiring process.  *no external agencies/3rd parties.