SaaS Product Support Jedi – Remote, EMEA

Support role for a SaaS company working with two SaaS products, Award Force and Good Grants, involving technical support, client communication, bug testing, and product feedback.

Location: Remote (EMEA region, UTC +1 or +2 timezone)

Responsibilities

• Become an expert on the products through self-driven learning.
• Handle inbound support via email, tickets, phone, and live chat.
• Conduct 1-1 Zoom sessions for technical consultation.
• Maintain high first-reply-time metrics.
• Provide accurate, tested responses to support queries.
• Collaborate with engineering to fix bugs and update clients.
• Identify patterns in user issues for product improvement.

Requirements

• Based in UTC +1 or +2 timezone.
• 2+ years in SaaS support or client-facing role.
• Native-level English fluency.
• Familiarity with HTML, CSS, JS, API, integrations, dev console, staging & production environments, GitHub, database queries.
• Excellent interpersonal and communication skills.
• Enjoys client calls and Zoom meetings.
• Problem solver with helping attitude.
• Clear, detailed, and well-structured writing.
• Curious and eager to learn.
• Comfortable with upselling and sales questions.
• Organized and process-driven with multiple tools.
• Self-motivated and independent, team-oriented.
• Reliable remote work setup with fast internet.