Support Specialist (SaaS, Remote/International)

Job summary

The role involves managing incidents across a SaaS landscape, ensuring efficient resolution and continuous improvement. The Support Specialist will coordinate major incidents, communicate with stakeholders, and drive root cause analysis to enhance service quality.

Qualifications

• 2-3+ years of experience in incident management, support, or a related field
• Familiarity with SaaS, IT services, or preferably pensions/financial services
• Strong understanding of ITIL or similar frameworks

Responsibilities

• Own and manage incidents from identification to resolution
• Lead major incidents, coordinating communication and decision-making
• Serve as the main contact for customers and internal stakeholders during incidents
• Ensure structured and timely communication throughout the incident lifecycle
• Conduct root cause analysis and implement follow-up actions to prevent recurrence
• Monitor trends to identify opportunities for stability and performance improvements
• Ensure compliance with service level agreements (SLAs) and maintain high service quality

Skills

• Strong communication skills with the ability to convey technical issues clearly
• Structured, proactive, and accountable approach to work
• Ability to lead under pressure and make timely decisions

Education

• Relevant experience in a similar role is preferred.

Tools

• Familiarity with incident management tools and ITIL processes is advantageous.