job description
Join Silverstreet as a Global B2B SaaS Product Support Specialist and become the trusted technical advisor for our enterprise clients. In this dynamic role, you’ll serve as the first point of contact for complex product inquiries, troubleshooting, and resolution across our cutting-edge SaaS platform.
Based in the vibrant hub of Bali, Indonesia, you’ll collaborate with a global team to deliver world-class support, ensuring seamless customer experiences while driving product adoption and satisfaction. This is a unique opportunity to combine technical expertise with client-facing problem-solving in a fast-paced, innovative environment.
If you thrive in a role that blends technical depth, customer empathy, and strategic thinking, this position offers the perfect platform to grow your career in B2B SaaS support.
Responsibility
- Provide tier-2 and tier-3 technical support for enterprise clients using our SaaS platform, from initial triage to full resolution.
- Manage, prioritize, and resolve complex support tickets with a focus on efficiency and customer satisfaction.
- Collaborate with product, engineering, and sales teams to escalate issues, provide feedback, and contribute to product improvements.
- Develop and maintain knowledge base articles, FAQs, and troubleshooting guides to empower self-service support.
- Conduct root cause analysis for recurring issues and propose long-term solutions to enhance platform stability.
- Deliver proactive support by monitoring system health, identifying potential issues, and implementing preventive measures.
- Train and mentor junior support agents, fostering a culture of continuous learning and excellence.
- Gather and analyze customer feedback to identify trends and opportunities for product enhancements.
Qualifications
- Bachelor’s degree in Computer Science, IT, or a related field, or equivalent work experience.
- Minimum 2+ years of experience in technical support, SaaS, or customer success roles, preferably in a B2B environment.
- Strong understanding of web-based applications, APIs, and troubleshooting methodologies.
- Excellent written and verbal communication skills in English, with the ability to explain technical concepts to non-technical stakeholders.
- Proven ability to manage high-volume support queues while maintaining accuracy and professionalism.
- Experience with ticketing systems (e.g., Zendesk, Jira, Freshdesk) and CRM tools.
- Familiarity with SQL, scripting, or basic coding is a plus.
- Passion for problem-solving, customer advocacy, and continuous improvement.