About the role

Posted by staffing/recruiting firm CyberCoders for an unnamed end client (a SaaS company in the greater Salt Lake City, Utah area, 20+ years in business). JD is substantive and specific - real company overview, detailed responsibilities, qualifications, salary range, and named recruiter (Matt Bailey) with an email-based apply process outside standard LinkedIn Easy Apply. Not a content-free funnel. JD states candidates must be authorized to work in the US without need for sponsorship.

Requirements

• 5+ years in customer support or application support roles with at least 2 years in a people management position
• Proven experience supporting SaaS products and production applications, including incident triage and root-cause coordination
• Hands-on experience using and administering JIRA and related ticketing systems
• Demonstrated ability to define and manage KPIs and performance reviews
• Excellent written and verbal communication skills
• Must be currently authorized to work in the United States without need for employer visa sponsorship

What you'll do

• Lead, coach, and grow a remote customer support team including hiring, onboarding, training, performance reviews
• Own day-to-day application/SaaS support operations
• Manage and optimize JIRA workflows and ticketing processes
• Set, monitor, and report on support KPIs (SLA adherence, first response time, resolution time, NPS/CSAT)
• Serve as primary escalation point for complex or high-priority customer issues