Why This Job is Featured on The SaaS Jobs
This Technical Support Engineer role sits at a mature, international SaaS provider serving resource intensive industries, where software reliability and customer outcomes are tightly linked. With a large customer base and a product positioned as operationally critical, support work here is less about basic how to and more about keeping production systems stable through structured incident response, clear case ownership, and cross functional coordination.
For a long term SaaS career, the day to day mix is valuable: diagnosing complex application behavior, working with SLAs, and translating technical findings into customer ready updates are core competencies across B2B subscription software. The emphasis on documentation, knowledge base contributions, and recurring issue reduction also builds the operational discipline that underpins scalable support and customer success functions in SaaS organizations.
This position is best suited to professionals who enjoy methodical troubleshooting, precise written communication, and seeing issues through from intake to resolution. It will fit someone who prefers working across customers and internal teams, is comfortable with prioritization under defined processes, and wants to deepen technical breadth across logs, data, configuration, and integrations within a 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
- 2+ years of experience in a technical support, application support, or similar role
- Strong troubleshooting skills with complex software systems
- Experience working with ticketing or case management tools (e.g., CRM / Service platforms)
- Ability to analyze logs, data, and system behavior to identify root causes
- Excellent written and verbal communication skills
- Strong organizational skills and ability to manage multiple active cases
Preferred / Nice‑to‑Have
- Experience supporting SaaS or enterprise applications
- Familiarity with SQL, APIs, integrations, or data troubleshooting
- Experience working with development teams and defect tracking systems
- Exposure to ITIL concepts or incident management processes
- Experience supporting customers in high‑availability or 24/7 environments
What Success Looks Like
- Consistent delivery of timely, high‑quality case resolutions
- Strong communication and customer trust, especially during high‑impact incidents
- Active contribution to reduced backlog, improved LCC metrics, and operational stability
- Growing technical depth and ability to handle increasingly complex issues
