Why This Job is Featured on The SaaS Jobs
This Technical Support Engineer role sits at a mature, multi-region SaaS vendor serving resource-intensive industries, where support work is closely tied to service reliability and customer outcomes. The remit spans complex application troubleshooting, incident response, and structured case management, which are core operational disciplines in subscription software. It is also notable for its proximity to product and engineering via defined escalation paths and root-cause collaboration.
For SaaS career development, the position builds durable skills in operating cloud applications at scale: translating customer-reported symptoms into technical hypotheses, working with logs and data, and documenting resolutions in a way that improves future handling. The emphasis on knowledge base contributions and recurring-issue reduction aligns with how SaaS organizations lower support cost-to-serve while improving retention. Experience with SLAs, P1 processes, and cross-functional handoffs tends to transfer well into roles across support engineering, technical account management, or reliability-oriented operations.
This is best suited to professionals who prefer structured problem-solving and clear written communication, and who are comfortable owning issues end-to-end rather than handing them off early. It will appeal to those who like balancing customer-facing clarity with technical depth, and who want steady exposure to incident mechanics and continuous improvement in a production SaaS environment.
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
Sustainability that means business
Who we are
Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.
What we do
Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.
Our people
AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.
Role Overview We are seeking a motivated and customer‑focused Technical Support Engineer to join our North America Support team. This role is responsible for providing high‑quality technical assistance to customers, troubleshooting complex issues, and ensuring timely resolution while maintaining clear and professional communication. As a Technical Support Engineer, you will work closely with customers, internal product and engineering teams, and fellow support engineers to resolve technical issues, contribute to service stability, and continuously improve the customer experience.
Key Responsibilities
Customer Support & Issue Resolution Serve as the primary technical point of contact for customer‑reported issues Diagnose, troubleshoot, and resolve software, configuration, data, and workflow issues Clearly document findings, actions taken, and next steps within support cases Manage cases through full lifecycle, from initial intake to resolution Prioritize and handle incidents based on severity, customer impact, and SLAs
Incident & Escalation Support Participate in P1 / priority incident handling and handovers as required Escalate issues to development or specialist teams following defined processes Provide accurate, timely customer updates during incidents Collaborate cross‑functionally to support root cause analysis and prevention
Communication & Customer Experience Maintain professional, empathetic, and transparent communication with customers Translate technical concepts into clear, customer‑friendly language Set realistic expectations and provide regular progress updates Contribute to positive customer outcomes and CSAT performance
Knowledge & Process Improvement Contribute to internal knowledge base and documentation Identify recurring issues and suggest improvements to processes or product behavior Share learnings with peers and participate in team knowledge‑sharing sessions Support ongoing initiatives such as LCC reduction, case hygiene, and quality improvements
Required Skills & Experience
Preferred / Nice‑to‑Have
What Success Looks Like
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