Siemens Digital Industries Software · 15 hours ago
SaaS Customer Support Agent, Level 2
San Diego, TX
Full-time
Hybrid
Mid Level
$90K/yr - $162K/yr
3+ years expSupplyframe, a part of Siemens AG, is the leading Design-to-Source Intelligence platform for the global electronics value chain. They are seeking a SaaS Customer Support Level 2 professional to provide exceptional technical support, manage customer relationships, and drive operational excellence while mentoring junior team members.
Computer Software
Responsibilities
Deliver exceptional technical support to clients through multiple channels including chat, email, phone, and screen sharing capabilities
Serve as technical consultant providing strategic guidance and subject matter expertise to leadership, internal stakeholders, and customers
Conduct product training sessions and technical presentations for customers on Supplyframe's software solutions
Act as customer advocate by capturing user feedback and translating business requirements to Product and Engineering teams
Collaborate cross-functionally with internal teams to investigate and resolve complex customer technical issues
Diagnose software defects and manage escalation processes to ensure timely issue resolution
Participate in software development lifecycle activities including design reviews, testing protocols, and quality assurance processes
Qualification
Required
Bachelor's degree in Computer Science, Engineering, or equivalent technical discipline with relevant industry experience
Minimum 3-5 years of progressive experience in technical support or SaaS customer success roles with 24x5 or 24x7 operational exposure
Professional proficiency in English for business communications
Demonstrated experience in project leadership, resource management, and cross-functional team management
Exceptional written and verbal communication skills with stakeholders at all organizational levels
Proven ability to translate complex technical concepts into clear, actionable guidance for diverse audiences
Professional demeanor with strong interpersonal skills and customer-centric approach
Analytical problem-solving mindset with genuine commitment to customer success and satisfaction
Collaborative work style with demonstrated ability to contribute effectively in team environments
Self-directed professional capable of independent problem resolution and proactive issue identification
Strong organizational and time management capabilities to prioritize and execute multiple concurrent initiatives
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) or equivalent productivity applications
Preferred
Previous experience in B2B customer support or SaaS platform environments
Proficiency with ticketing systems and reporting tools such as Zendesk, ServiceCloud, ServiceNow, or comparable platforms
Benefits
Flexibility - Choosing between working at home and the office at other times is the norm here.
Great benefits and rewards
Company
Siemens Digital Industries Software
We help organizations of all sizes digitally transform using software, hardware and services from the Siemens Xcelerator business platform.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Aleksandar Bradic
Chief Technology Officer, Supplyframe
Kirk Gutmann
Senior VP Technology & Innovation — CTO
Company data provided by crunchbase