> Markdown version of [/jobs/ext/2868910-premier-support-technician](https://www.wearedevelopers.com/jobs/ext/2868910-premier-support-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Premier Support Technician - **Company:** Crisis24, Inc. - **Location:** Anne Arundel County, MD, United States - **Experience:** Experienced - **Salary:** $75,005.0 - $90,002.0 - **Contract:** Permanent contract - **Skills:** Software Applications, Software as a Service, Issue Tracking Systems, Microsoft Office, Microsoft Project, Microsoft PowerPoint - **Published:** September 12, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/18246621?backUrl=%2Fcareer%2F18246621%2FPremier-Support-Technician-Maryland-Annapolis ## About the Role * Minimum of 2 years of experience in a technical support role, preferably in a SaaS environment * Strong technical aptitude and problem-solving skills * Excellent communication skills, both verbal and written. * Ability to manage and prioritize multiple tasks efficiently. * Customer-focused with a commitment to delivering exceptional service. * Familiarity with support ticketing systems and customer relationship management (CRM) tools. * Proficient in relevant application software, including but not limited to: MS office, MS PowerPoint, MS Project, Multi-line Call Center software, client communication tracking software. * Travel 10% or less ## Description As a Premier Support Technician, you will play a crucial role in delivering exceptional technical support to premium-level clients in our dynamic Software as a Service (SaaS) environment. This role demands a customer-focused individual with a technical aptitude, dedicated to resolving complex issues and ensuring client satisfaction. What You Will Do * Provide top-tier technical support to premium-level clients, ensuring prompt and effective issue resolution. * Serve as a primary point of contact for escalated technical inquiries and issues. * Analyze and diagnose technical problems, offering solutions or workarounds to meet clients' needs. * Collaborate with cross-functional teams to address and resolve complex technical challenges. * Build and maintain strong relationships with premium-level clients. * Understand clients' business objectives and tailor support services to meet their unique requirements. * Ensure the delivery of high-quality technical support services, striving to exceed client expectations. * Monitor and report on key performance indicators (KPIs) related to support services. * Participate in initiatives to enhance support processes and efficiency. * Provide valuable insights for improving product usability and client experience. * Stay updated on product features, enhancements, and technical specifications. * Contribute to the development of support documentation and training materials. * Regularly report on support metrics, customer satisfaction, and team performance to company leadership. * Design and implement training programs to enhance the technical and soft skills of the Premier Support team. * Participate in an on-call rotation schedule, ensuring availability for urgent technical issues with compensation provided for on-call duties ## Related Videos - [Crew Management System for Airlines: Plan duties for pilots & flight attendants worldwide](https://www.wearedevelopers.com/videos/1444-crew-management-system-for-airlines-plan-duties-for-pilots-flight-attendants-worldwide) - [ WeAreDevelopers LIVE - the weekly developer show with Chris Heilmann and Daniel Cranney](https://www.wearedevelopers.com/videos/1365-wearedevelopers-live-the-weekly-developer-show-with-chris-heilmann-and-daniel-cranney) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [AI Boss Deletes Emails with AI, Stopping Ageing & Battery Life Breakthrough - Kumar McMillan](https://www.wearedevelopers.com/videos/1820-ai-boss-deletes-emails-with-ai-stopping-ageing-battery-life-breakthrough-kumar-mcmillan) - [ Project Fugu: Progressive Web Apps, Superpowered](https://www.wearedevelopers.com/videos/290-project-fugu-progressive-web-apps-superpowered) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)