SaaS Product Support Specialist - Remote

We are looking for a customer-focused Support Engineer to join our team. This role is a hybrid position that combines technical support, product demonstrations, and presales assistance for customers evaluating or using our helpdesk, ticketing, asset management, and IT service management solutions where the primary customer-base are IT professionals.

The ideal candidate has hands-on experience supporting software users, understands how helpdesk systems are configured and used, and is comfortable speaking with both technical and non-technical audiences. This person will help troubleshoot customer issues, guide customers through product features, assist with implementations, and support the sales team by delivering product demos and answering technical questions during the presales process.

Key Responsibilities

Customer Support

• Provide responsive technical support to customers using our helpdesk platform.

• Troubleshoot application issues

• Guide customers through setup, configuration, and best practices.

• Assist customers with understanding and using product features

Product Demonstrations and Presales

• Deliver product demos to prospective customers, existing customers, and internal teams.

• Support sales calls by answering technical and functional questions.

• Learn customer requirements and tailor demos to show relevant use cases.

Implementation and Customer Success Support

• Assist with onboarding new customers and helping them configure the system based on

their business needs.

• Provide training sessions for administrators, technicians, and end users.

• Help customers define support processes, categories, workflows, forms, asset tracking

processes, and reporting needs.

• Identify opportunities to improve customer adoption and usage.

Technical and Reporting Support

• Assist with basic troubleshooting of integrations, email configuration, authentication,

imports, and data-related issues.

• Review logs, configuration settings, and customer-reported behavior to help isolate

problems.

• Support customers with reporting needs and help explain available dashboards, exports

Do you have experience in Technical support?, Do you have a Bachelor’s degree?, Bachelor’s Degree or equivalent field/work experience

1-3 years experience in technical support, application support, helpdesk administration, customer success, sales engineering, or a similar customer-facing technical role.

Passion for solving customer issues and a champion of great customer service

Ability to plan, organize, prioritize and independently solve problems seeking help when necessary

Strong communication skills with the ability to explain technical concepts clearly to

non-technical users.

Comfortable presenting software demos to technical customers and prospects.

Strong troubleshooting and problem-solving skills.

Excellent communication (oral and written), interpersonal, organizational, and presentation skills

Occasional travel to customer site required.

Preferred Qualifications

• Experience with systems such as BOSSDesk, ServiceNow, Jira Service Management,

Zendesk, Freshservice, ManageEngine, SolarWinds, ConnectWise, or similar platforms.

• Basic SQL scripting experience, including writing simple SELECT queries, filtering data,

joining tables, or assisting with data validation.

• Experience in Python or an equivalent scripting language and accessing web APIs.

• Experience with Power BI, dashboards, reporting, or data visualization.

• Familiarity with Microsoft 365, Azure / Entra ID, Active Directory, SSO, email

integrations, or user synchronization.

• Experience supporting SaaS applications or cloud-based business software.

• Experience creating training materials, knowledge base articles, or customer-facing

documentation.

• Prior experience in a presales, sales engineering, implementation, or solutions

From $60,000 a year - Full-time, Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, BOSS provides a positive working environment and is in a growth mode. We provide a competitive salary with bonus. Benefits include health , vision and dental insurance, vacation days, 401K with company match. To apply please send resumes to Resumes@boss-solutions.com with salary expectations.

Job Type: Full-time

Pay: From $60,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift