SaaS Support Analyst

Key Responsibilities

• Provide Level 1 and Level 2 support for various modules of our financial SaaS platform.

• Own support tickets from creation to resolution while meeting agreed SLAs.

• Communicate effectively and professionally via email, chat, and video calls.

• Log, track, and prioritize incidents, feature requests, and bugs using JIRA.

• Contribute to and maintain support documentation and knowledge base in Confluence.

• Collaborate with cross-functional teams, including Product, QA, and Engineering to escalate and resolve complex issues.

• Monitor recurring incidents and suggest process improvements or product enhancements.

• Participate in client onboarding and training sessions as needed.

• Proactively follow up on open issues and ensure timely updates to clients.

• Help management with the preparation of monthly report,s such as but not limited to support activities, uptime, security events/incidents

• Help management with the gathering of IT-related information into our Information Security Platform for compliance with cybersecurity best practices

Requirements

• 4+ years of experience in IT support and/or SaaS application support.

• Familiarity with Treasury, Cash Management and IFRS 16 concepts or a willingness to learn quickly.

• Strong command of English – both written and spoken – with a professional and empathetic communication style.

• Familiarity with support ticketing systems, SLA management, and escalation procedures.

• Hands-on experience with Atlassian JIRA and Confluence, including configuration and workflow setup.

• Comfortable working in a remote, asynchronous, and collaborative team environment.

• Tech-savvy with an ability to quickly grasp new systems and tools.

Preferred Qualifications

• Exposure to or certification in ITIL or similar support frameworks.

• Experience supporting international clients across time zones.

• Familiarity with cloud-based SaaS platforms, APIs, or integration workflows.

• Exposure to financial systems or accounting software is a plus.

• Basic scripting or automation knowledge for IT tasks (PowerShell, Bash, etc.) is a bonus.