support engineer for a mature SaaS platform

LeverX is a global SAP Gold Partner with 20 years of experience delivering international projects.

• Support customers using a SaaS product through email and phone channels, resolving complex product-related issues
• Investigate product behavior, settings, and edge cases to identify effective solutions
• Keep internal documentation and knowledge base articles up to date, adding entries based on resolved cases and recurring patterns
• Communicate clearly and professionally with customers through written and voice channels
• Escalate issues to the L3 team when needed, providing clear and complete context
• Collaborate with teammates and internal stakeholders to improve support quality
• Cover rotating and on-call shifts
• Use AI tooling for ticket classification, first-response drafting, and knowledge retrieval, and provide feedback to improve these workflows

• Strong written and verbal business communication skills; comfortable handling email tickets and phone support
• Ability to investigate product behavior, configurations, and non-standard scenarios
• Customer-focused mindset and practical problem-solving skills
• Ability to prioritize tasks independently and work in a result-driven way
• Ability to determine when to resolve an issue independently and when to escalate it
• Ability to meet SLAs, follow documented procedures, and communicate transparently with customers and escalation managers
• English B2+
• Будет плюсом: Previous experience in technical support or customer-facing roles, interest in developing into an L2 support role, familiarity with analytics, survey tools, or other data-driven platforms, experience in a non-scripted expertise-based support environment, interest in implementing and using AI tools

• Market-based compensation and regular performance reviews
• Internal expert communities and courses
• Perks supporting professional growth and well-being