SaaS Product Support Engineer

3 weeks ago

Madison, United States CareerBuilder Full time

Position: SaaS Product Support Specialist

The SaaS Product Support Specialist partners with WFE Corporate and subsidiary companies to provide configuration and support services for various SaaS applications. WFE is employing a composable architecture under its Business Transformation Program and the SaaS Product Support Specialist will play a key role in the successful implementation of the platform and ensure that the business critical success factors are achieved.

Job Responsibilities:

The SaaS Product Support Specialist will have the following responsibilities:

Configuration ManagementAnalyze business requirements and configure the SaaS applications accordingly.Configure features, workflows, and settings to align with business-specific needs.Implement and maintain configuration management best practices.

Business CollaborationCollaborate closely with business partners to understand their business processes and tailor the SaaS solution to optimize efficiency. Conduct regular meetings to gather feedback, discuss configuration changes, and ensure business satisfaction.

Technical ExpertisePossess an understanding of the SaaS application architecture. Stay informed about updates and new features of the SaaS platform to optimize configurations. Troubleshoot and resolve configuration issues promptly.

DocumentationCreate and maintain detailed documentation of configurations, customizations, and client-specific requirements. Provide comprehensive training to clients and internal teams on the configured solutions.

Quality Assurance:Conduct thorough testing of configured solutions to ensure they meet quality standards and adhere to best practices. Collaborate with the Quality Assurance Analyst to address and resolve any issues identified during testing.

Continuous Improvement

Proactively identify opportunities for improvement in the configuration process.Work with DIG personnel to enhance the configuration and flexibility of the SaaS applications.

Key Activities:

Activities include:

Support our business partners with configuring various SaaS-based solutions (such as finance, customer data platform, product information management platform, and digital asset management platforms).Act as tier 2 support for SaaS-based solutions and interact with vendors to resolve tier 3 issues.Understand business partner use cases and provide expertise on how SaaS-based solutions can meet those needs.Create SaaS usage metrics for quarterly reporting and to support use cases.Review vendor upgrade release notes to understand the impact of changes to SaaS systems and supporting business processes.Work with business partners to create product roadmaps for SaaS use cases.Work with the data team to understand the classification and use of data contained within SaaS systems.Work with the security team to configure appropriate SaaS security models.Assist with testing new versions of SaaS applicationsWork with technical writer/trainer to develop SaaS job aids and documentationLevel-Specific Competencies:

The SaaS Product Support Specialist will perform their duties with the following competencies:

Designs, verifies, documents, amends and refactors complex software configurations for deployment.Contributes to selecting the software configuration methods, tools and techniques.Applies agreed standards and tools, to achieve well-engineered outcomes.Applies tools, techniques and processes to track, log and correct information related to configuration items.Uses approved tools and techniques for specific deployment activities.Administers the recording of activities, logging of results, and documenting technical activities undertaken.Qualifications:

Proven experience in configuring and customizing SaaS applications.Strong understanding of cloud-based technologies and SaaS architecture.Proficiency in programming languages and scripting (e.g., JavaScript, Python).Excellent problem-solving and analytical skills.Effective communication skills for client interactions and team collaboration.Detail-oriented with a commitment to delivering high-quality solutions.Preferred Skills :

Proficiency in programming languages and scripting (e.g., JavaScript, Python).Familiarity with API integrations and data migration processes.Experience with Microsoft Business Central, product information management, customer data platform, and manufacturing platformsKey Competencies:

Technical ExpertiseCollaborativeCustomer focusedHigh level of business acumenEffective communicator

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