This role is central to ensuring the reliability and performance of our SaaS platform by serving as the first point of contact for client technical issues. The Associate SaaS Application Support Engineer performs thorough troubleshooting, conducts pre-release testing, and collaborates with engineering teams to resolve complex problems. This position plays a key role in maintaining client satisfaction through clear communication, timely resolutions, and proactive support. Engineers in this role also contribute to documentation, process improvement, and knowledge sharing across teams, helping to strengthen the overall support infrastructure.
Responsibilities
- Monitor incoming client support requests during standard business hours through designated channels
- Perform manual and automated testing as part of the quality assurance process
- Translate client inquiries and requirements into actionable reports or data queries
- Diagnose and resolve technical problems reported by clients, providing timely and accurate responses
- Escalate complex issues to engineering teams with clear reproduction steps and relevant system logs
- Maintain and update helpdesk documentation as new solutions and issues emerge
- Track and manage the queue of open service tickets to ensure timely resolution
- Participate in regular client meetings to address concerns and strengthen relationships
- Test new software versions and identify potential support challenges before release
Requirements
- 1–3 years of experience in a technical customer-facing role or completion of a relevant technical degree or certification
- Strong written and interpersonal communication skills for effective client interaction
- Ability to manage multiple tasks and prioritize work efficiently
- Broad understanding of various technical domains and systems
Nice to Have
- Experience working with relational database management systems
- Background in performing manual regression testing
- Holding an AWS certification or other relevant technical certification
- Understanding of common network protocols such as HTTP, TCP, and DNS
- Familiarity with Selenium or Selenide for automated testing
- Experience using Jira Service Management, Confluence, or similar support and collaboration tools
- Knowledge of the software development lifecycle
- Residence in Baltimore, Maryland or southern California to align with client time zones
Tech Stack
SQL, CloudWatch logs, Browser development tools, RDBMS, Selenium, Selenide, Jira Service Management, Confluence, HTTP, TCP, DNS, AWS
Benefits
- Meaningful work that positively impacts people's lives
- Core values centered on quality, integrity, dedication, and education
- Flexible schedule and remote work options to support life balance
- Health insurance plan with $0 premium, covering employee, spouse, and family
- Opportunities to conduct research, publish findings, and speak at security conferences
- Supportive leadership and peers committed to your personal and professional growth
- Casual and enjoyable workplace culture with no formal dress code
- Weekly in-office lunches provided
- Access to paid training, workshops, university courses, and certification programs
- Company covers the cost of professional certifications
- Encouragement to develop new skills and experiment with emerging technologies
Compensation
$55K–$75K, based on experience
Work Arrangement
Local to Baltimore, Maryland, United States — flexible schedule with work-from-home options
Team
Collaborative team environment with close coordination between support, development, and DevOps; specific team size and reporting structure not specified
- integrity
- quality
- dedication
- education
- life balance
- mentorship
- growth
- success
- relaxed and fun environment
- innovation
- creative process
- inclusive community
- challenging the status quo
Additional Information
- This is a full-time position with hybrid work options based on location.
- Candidates must be authorized to work in the United States without sponsorship.
- Occasional after-hours on-call support may be required as part of the rotation schedule.
- Professional development is highly encouraged and supported with dedicated time and budget.
- Team members are expected to participate in bi-weekly sprint reviews and cross-functional planning sessions.
- Regular feedback and performance reviews are conducted to support career growth.
- The company follows an inclusive hiring practice and values diverse perspectives.
- All new hires go through a comprehensive onboarding program covering systems, tools, and client environments.
