[Remote] SaaS Support Engineer
Note: The job is a remote job and is open to candidates in USA. Manufacturo is a company focused on advanced manufacturing with a next-generation SaaS platform. They are seeking a SaaS Support Engineer to provide technical support, diagnose issues, and collaborate with product teams to ensure customer success.
Responsibilities
- Configure, implement, and manage customer solutions on the Manufacturo platform, ensuring seamless integration and performance
- Provide exceptional technical support to customers, addressing and resolving issues across production environments promptly and professionally
- Investigate, troubleshoot, and resolve technical problems, minimizing downtime and operational disruptions
- Work closely with product and development teams to escalate and resolve complex issues, submitting code changes when necessary
- Utilize tools like Azure Log Analytics, App Insights, and Azure Monitor to monitor system health and proactively address performance concerns
- Document troubleshooting steps, create knowledge bases, and continuously improve support processes for efficiency and scalability
- Provide training and best practices to customers, ensuring they maximize value from our platform
- Regularly review system logs, performance metrics, and error reports to identify trends and opportunities for optimization
Skills
- Customer Success Focus: Passion for delivering exceptional service and building positive relationships
- Technical Expertise: Experience troubleshooting software systems, preferably in SaaS/cloud environments
- Problem Solving: Strong analytical and investigative skills with the ability to diagnose technical issues effectively
- Technical Tools: Monitoring tools: Azure Log Analytics, App Insights, Azure Monitor (or equivalent)
- Service management tools: Jira Service Management or similar platforms
- Programming Knowledge: Familiarity with the following technologies is a plus: Angular/JavaScript, C#/.NET, MSSQL
- Education: Bachelor's degree in Computer Science, Information Systems, or equivalent experience
- Experience supporting or implementing manufacturing systems
- Knowledge of SaaS architecture, cloud platforms (Azure preferred), and microservices
- Experience debugging cloud applications and deploying fixes
Benefits
- 401(k) Matching
- Health, Dental, and Vision Insurance
- Paid Time Off
- Gym Membership Reimbursement : Up to $40/month ($480/year)
- Company Cell Phone or Reimbursement : Up to $75/month ($900/year)
- Referral Program
- Collaborative and Innovative Work Environment
Company Overview