Senior SaaS Support Specialist

A leading global organisation is seeking a Senior Saas Support Specialist to join their collaborative team in the Philippines. This is an exceptional opportunity for you to play a pivotal role in ensuring seamless business application service operations, supporting the transition of new features from development to production, and driving continuous improvement initiatives.

What you'll do:

• Resolve business application service issues efficiently to ensure uninterrupted operations for end-users across various platforms.
• Facilitate the seamless transition of application features from development stages into live production environments while minimising disruption.
• Drive continuous improvement initiatives aimed at optimising business application service operations through proactive analysis and solution implementation.
• Assist in automating manual activities to enhance consistency and efficiency in service delivery processes for all stakeholders involved.
• Communicate effectively with stakeholders during incident and problem management scenarios, ensuring transparency and timely updates throughout resolution cycles.
• Manage escalations related to operational topics with empathy and professionalism, providing clear guidance and support to both technical teams and business users.
• Collaborate closely with cross-functional teams to identify areas for process enhancement and contribute ideas that foster a culture of shared success.
• Support agile delivery practices by participating in release management activities and leveraging engineering insights to improve outcomes.
• Engage in personal learning or practical experience related to artificial intelligence applications within SaaS environments.
• Utilise your understanding of enterprise agile frameworks such as Kanban, SAFe, or SCRUM to help streamline project workflows.

What you bring:

• Proficiency in relational databases such as Microsoft SQL Server; familiarity with Snowflake is considered advantageous for this position.
• Demonstrated experience managing incidents and problems within complex software environments using structured approaches.
• Solid understanding or hands-on experience with at least one enterprise agile framework (e.g., Kanban, SAFe, SCRUM) to facilitate effective project execution.
• Expertise in agile delivery practices complemented by release management experience and exposure to engineering processes.
• Ability to balance multiple operational tasks or projects simultaneously while maintaining meticulous attention to detail throughout each assignment.
• Active engagement or personal learning in artificial intelligence concepts relevant to SaaS systems is highly desirable.
• Knowledge of cloud services—preferably AWS—will be beneficial when supporting scalable solutions across distributed environments.
• Familiarity with CI/CD pipelines and tools such as GitLab or Jenkins enhances your ability to contribute to automated deployment strategies.
• Experience supporting SaaS systems (such as SAP) provides valuable context for addressing user needs within enterprise settings.
• Understanding programming languages like Java or Python adds versatility when collaborating on technical improvements or troubleshooting issues.
• Practical use of tools like ServiceNow, Jira, Confluence, or similar platforms streamlines workflow management and documentation.

What sets this company apart:

This organisation stands out for its unwavering dedication to fostering an inclusive workplace where every team member feels supported and empowered. Employees benefit from flexible working arrangements designed around individual needs while enjoying access to comprehensive training programmes that encourage continuous learning. Team members are encouraged not only to develop their technical skills but also their interpersonal abilities through mentorship schemes and collaborative projects that celebrate diversity of thought. This commitment creates an atmosphere where innovation thrives alongside compassion—a rare combination that makes this employer truly unique within the technology sector.

What's next:

If you are ready to take your career in SaaS support operations to new heights within an organisation that values both your technical expertise and collaborative spirit, this is your chance!

Apply today by clicking on the link provided—your next rewarding challenge awaits!

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.