[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