Job details

Leonardo247 -Level 3 Support, SaaS Applications

Our client, Leonardo247 is a fast-growing SaaS company that is improving business performance by automating and streamlining operations for individuals and teams in the real estate industry.

Leonardo247 is seeking a highly skilled Support Engineer with Level 3 Support experience to join our dynamic team. The ideal candidate will have a solid background in troubleshooting, corporate IT, and SaaS Application support, with the expertise to diagnose and resolve complex technical issues efficiently. They will be passionate about technology and excel at problem solving.

Responsibilities

Provide advanced technical support while ensuring that customer satisfaction is achieved
Take ownership, analyze, and resolve complex technical issues, following them through to their resolution
Conduct root cause analysis to address and eliminate recurring customer issues
Manage escalations by collaborating with software developers to report, track, and reproduce bug fixes in test environments
Interact effectively with a wide variety of customers with different requirements and backgrounds, including the customer's development teams to understand the nature of the issue, communicate steps to resolve, and provide consultation on best practices
Utilize Salesforce and Jira for tracking support tickets and managing workflows efficiently
Document activities and resolutions in the appropriate systems

3–5 years of experience in a technical support role, specializing in SaaS applications or software
Experience providing Level 3 technical support, including advanced troubleshooting and problem resolution
Strong analytical skills with the ability to troubleshoot complex technical issues
Strong and effective communication skills with the ability to effectively interact with both team members and clients
Skilled in strategic planning, organization, and prioritizing tasks with the ability to work independently as well as collaboratively within a team environment.
Proven ability to manage multiple priorities simultaneously, ensuring the completion of all tasks without compromising quality
Familiarity with ticketing systems such as Salesforce and Jira, for issue tracking and resolution
Experience working with databases
Experience implementing and supporting API solutions
Strong knowledge of mobile platforms (IOS, Android)
Experience in implementing and supporting SSO configurations
Knowledge of authentication technologies
Experience working with SaaS and cloud platforms such as Amazon Web Services (AWS)
Proficient in using web-based products across various operating systems and browsers, including expertise in managing cookies, local storage, and incognito modes
Demonstrated commitment to continuous learning and improvement

You will want to join our team if you:

Want to be a part of something that is solving real problems and changing the way an entire industry does business.
Like a competitive base salary in a company with ever expanding opportunities.
Enjoy working from home and have a dedicated, quiet space where you can work.
Are committed to doing what it takes to ensure deadlines are met.
Have a positive, “get the job done” attitude and think of yourself as someone who is always working smart.
Thrive in a team environment where collaboration is the foundation to your success.

Benefits:

401(k)
Health, Dental and Vision Insurance
Health Savings Account
Unlimited PTO
Paid Sick Days
Internet and Mobile Phone Stipend
Work from Home

Average salary estimate

$70000 / YEARLY (est.)

min

max

$60000K

$80000K

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What You Should Know About Leonardo247 -Level 3 Support, SaaS Applications, Widger Talent LLC

Join the innovative team at Leonardo247 as a Level 3 Support Engineer specializing in SaaS Applications! Here at Leonardo247, we're passionate about automating and streamlining operations to help transform the real estate industry. If you thrive on solving complex technical issues and ensuring excellent customer satisfaction, this is the role for you. You will dive into advanced technical challenges, work closely with both clients and developers, and leverage your experience with tools like Salesforce and Jira to resolve escalated issues. Your day will involve conducting root cause analyses, managing support tickets, and contributing valuable insights into best practices for a diverse range of customers. With 3 to 5 years of experience under your belt, we're looking for someone who is comfortable working in a fast-paced SaaS environment, skilled in strategic planning and effective communication. You can look forward to enjoying the flexibility of working from home, all while being part of a competitive team that values continuous improvement. We also offer fantastic benefits including health insurance, unlimited PTO, and a 401(k) plan. If you’re ready to impact an entire industry and work in a collaborative environment, we’d love to hear from you!

Frequently Asked Questions (FAQs) for Leonardo247 -Level 3 Support, SaaS Applications Role at Widger Talent LLC

What are the main responsibilities of a Level 3 Support Engineer at Leonardo247?

As a Level 3 Support Engineer at Leonardo247, your primary responsibilities will include providing advanced technical support, diagnosing and resolving complex issues, conducting root cause analyses, and managing escalations with development teams. You will also document your activities and resolutions while using ticketing systems like Salesforce and Jira to track support tickets effectively.