The Saa S Product Support Specialist will serve as the primary point of contact for clients and internal stakeholders. The role bridges the gap between clients, product, and technology teams, ensuring high levels of client satisfaction, product adoption, smooth onboarding, and timely issue resolution. The incumbent will be expected to bring both a service mindset and a maritime operational understanding to deliver meaningful, domain-aware support.
Qualifications & Skills
Essential
Bachelor's degree in any discipline; preference for Technology, Business, or Maritime Studies. 3–5 years of hands-on experience in Saa S product support, technical customer success, or a helpdesk role. Strong understanding of Saa S platforms, subscription-based service models, and client-facing support best practices. Own Client Support & Resolution
Act as the primary point of contact for client queries and escalations Troubleshoot issues end-to-end and ensure timely resolution within SLAs Perform root cause analysis and collaborate with Product & Engineering teams Drive Onboarding & Training
Lead client onboarding from setup to go-live Conduct product training sessions and create user-friendly guides & FAQs Client Engagement & Success
Build strong client relationships through regular interactions Drive product adoption and proactively manage at-risk accounts Collaboration & Impact
Work cross-functionally with Product, Engineering, and Commercial teams Share client feedback and support product enhancements & releases Process & Knowledge Improvement
Enhance knowledge base, documentation, and self-service resources Identify process improvements to drive efficiency What We're Looking For
3–5 years of experience in Saa S support / customer success / client-facing roles Robust problem-solving, communication, and stakeholder management skills Ability to take ownership and work in a fast-paced environment Exposure to global clients or B2 B Saa S is a plus