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  • Location

    Marietta, Georgia

  • Job title:

    Director-SaaS Support

  • Sector:

    Technology

  • Job type:

    Direct Hire

  • Job ref:

    6317

Director - SaaS Support

Based in Atlanta, GA, our client works with many of the world’s most innovative companies and government agencies to digitally transform their spend audit and financial control processes. Our client’s AI-powered platform works across our customers’ financial systems to continuously monitor and analyze all spend transactions for fraud, waste, and misuse. With a consolidated, consistent view of risk across their enterprise, customers can prevent financial loss and optimize spend while strengthening the controls that improve compliance. 

 

Position Overview: 

We are growing and adding a Director of SaaS Support to help us scale up our talented team. 

  • You are an experienced “hands-on” technical leader who promotes a customer-centric support culture and seeks to ensure that every support interaction is best in class. 

  • You pride yourself on having a deep understanding of your product, the industry, and what success looks like for the customer. 

  • You are passionate about building, leading, and scaling an agile, flexible, and world-class onshore / offshore SaaS support organization by using creative and innovative problem-solving skills and driving continuous improvement. 

 

Responsibilities 

  • This is a hands-on technical management role where you’ll need to work with solving customer issues while rapidly growing the support organization. 

  • Recruit, train, develop and lead a growing team of Tier 1 and Tier 2 SaaS Support professionals onshore and offshore 

  • Act as a Player/ Coach to serve as an escalation point for customer issues to ensure they are resolved quickly 

  • Oversee and manage the requests, incidents and problems 

  • Manage and coordinate urgent and complicated support issues 

  • Mature the ticket escalation processes to ensure free flowing information within the organization 

  • Ensure customer feedback is communicated internally to enable ongoing improvement of products and services 

  • Provide data and reporting of KPI's and trends to others in ad-hoc, weekly, monthly reports and as needed. 

 

Required Experience and Skills: 

  • 10+ years of experience, at least 4 years at a management level capacity scaling teams from 5 to 50 resources to support enterprise customers and SMB’s. 

  • Bachelor’s degree in computer related field preferred 

  • Jira Service Desk Ticketing system or equivalent ticket system experience 

  • RedHat Linux, or other Linux working experience 

  • Working experience with SQL and stored procedures 

  • Basic knowledge of Advanced SQL functionality 

  • Working knowledge of ERP systems and expense management systems preferred 

  • Ability to work effectively in cross-functional teams in a highly dynamic work environment 

  • Current or previous ITIL Foundation and Jira Service Desk certifications are a plus 

  • Strong empathy for customers AND passion for driving high growth

#LI-KC1

 

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A Human Approach to Staffing

Our Company is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment which is free of harassment, discrimination, or retaliation because of sex, gender, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by federal, state, or local laws. The Company is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.