Service Support Specialist (f/m/d)

Adverity • Vienna, Austria • 1m ago

Why This Job is Featured on The SaaS Jobs

Service Support Specialist roles matter in SaaS because they sit at the intersection of product behavior, customer outcomes, and operational reliability. This listing stands out for its emphasis on resolving complex, configuration heavy issues and tracing data pipeline discrepancies, which are common friction points in B2B platforms where customers depend on accurate integrations and consistent data flows. The hybrid setup in Vienna also signals a role designed for close collaboration while still allowing some flexibility in how support work is organized.

From a SaaS career perspective, this kind of position builds durable skills in structured troubleshooting, incident communication, and translating technical findings into customer facing guidance. Regular collaboration with Product and Customer Success creates exposure to how SaaS teams prioritize fixes, distinguish bugs from misconfiguration, and turn recurring issues into enablement assets that reduce future ticket volume. Experience with APIs, ETL concepts, and bug reproduction also transfers well into roles like technical support engineering, solutions consulting, or support operations.

This role tends to suit professionals who enjoy deep problem solving, clear written documentation, and being a specialist resource for peers. It fits someone comfortable owning ambiguous cases end to end and working across functions to improve how a SaaS service is supported and explained.

The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.

Job Description

We are looking for a Service Support Specialist who will act as a technical expert, driving resolution of complex software issues and partnering with support agents to deliver timely, high-quality outcomes for customers.

This is a full-time, hybrid position based in Vienna. We value regular office presence as an important part of building strong collaboration, knowledge sharing, and team connection, while also offering the flexibility to find a working rhythm that balances in-office and remote work.

Some of the things you'll work on:

Serving as the go-to expert for complex cases within your area of specialisation.
Leading discovery conversations and advising customers on optimal configurations and solutions.
Resolving complex configuration issues and data pipeline discrepancies independently.
Troubleshooting and identifying bugs, and escalating issues with clear context and evidence.
Differentiating between configuration issues, data discrepancies, and technical bugs.
Identifying recurring customer challenges and sharing insights to improve team efficiency.
Creating enablement content and guidance for common issues and workflows.
Collaborating cross-functionally with Product and Customer Success teams on service and enablement initiatives.

We are excited if you have:

Professional experience in B2B SaaS Customer Support.
Strong analytical and troubleshooting skills, with the ability to resolve complex configuration and data issues independently.
Experience identifying, reproducing, and clearly communicating bugs to technical or Product teams.
Familiarity with data pipelines, ETL workflows, and configuration-based troubleshooting.
Excellent written and verbal communication skills in English; German is a plus.
A collaborative, coaching-oriented mindset with a passion for knowledge sharing.
A proactive approach to problem-solving and continuous improvement.

Nice to have:

Exposure to web technologies and data concepts such as APIs, ETL, or SQL.
Knowledge of advertising platforms, social media advertising, or web analytics tools.