BigStep is looking for a proactive, analytical, and customer-focused Application Support Specialist to join our growing global support team. This is an individual contributor role best suited for someone with 2–4 years of experience in B2B SaaS support who thrives in a fast-paced environment and can work independently with minimal supervision.
The ideal candidate will have strong problem-solving abilities, exceptional attention to detail, and excellent written and verbal communication skills in English. In this role, you will primarily provide email-based support for the VTS RISE platform, helping internal and external users resolve technical and product-related issues efficiently and professionally.
Key Responsibilities
- Manage and resolve customer and internal support tickets while adhering to SLA requirements:
- First response within 4 hours
- Resolution of one-touch tickets within 2 business days
- Provide Tier 1 triage support by analyzing issues, interpreting technical information, and simplifying complex concepts for users.
- Investigate customer-reported problems, understand their business impact, and recommend practical product solutions.
- Review existing customer configurations to identify potential issues and suggest improvements to enhance the user experience.
- Communicate effectively with customers and internal stakeholders through email, Slack, Jira, and Salesforce.
- Collaborate closely with Product and Engineering teams by documenting, tracking, and escalating bugs and product feedback appropriately.
- Manage multiple support requests simultaneously while maintaining high accuracy and attention to detail.
- Utilize Looker and other internal tools to support data-driven troubleshooting and decision-making.
- Contribute to process improvements and initiatives focused on enhancing customer support and operational efficiency.
Required Qualifications
- 2–3 years of experience in Application Support within a B2B SaaS environment.
- Strong ability to work autonomously as an individual contributor with a high sense of ownership and accountability.
- Excellent written and verbal communication skills in English.
- Customer-first mindset with strong active listening and problem-solving skills.
- Ability to translate customer-reported issues into underlying business problems and provide effective product guidance.
- Quick learner with the ability to understand new technologies, SaaS platforms, and mobile/desktop applications.
- Methodical and detail-oriented approach to troubleshooting and documentation.
- Strong judgment and confidence in making independent support decisions.
- Clear understanding of escalation processes and issue prioritization.
