Related skills
salesforce saas jira zendesk servicenow📋 Description
- Own initial triage: confirm severity and assign priority.
- Validate SR inputs: reproduce steps, logs, environment details.
- Resolve simpler SRs that don't require Eng involvement.
- Route SRs to the correct Eng/DevOps squad or Product owner.
- SLA monitoring: track SRs to meet defined SLAs and escalate blockers.
- Workflow ownership: improve Jira templates, fields, handoff checklists.
🎯 Requirements
- 2-4 years in technical customer service, support ops, or Service Desk in B2B SaaS.
- Experience with Zendesk, ServiceNow, and Salesforce in enterprise ticketing; SLAs.
- Strong analytical, organizational, and process-management skills.
- Proven ability to perform rapid triage for high-volume issues.
- Excellent written and spoken communication; cross-functional coordination.
- Document processes and create leadership reports.
🎁 Benefits
- Base salary $80,000-$100,000/year, plus variable, equity, benefits.
- Hybrid Workplace: flexible location aligned to role responsibilities.
- Total rewards include PTO, holidays, Health Days, and wellness benefits.
- LinkedIn Learning access and mentorship programs.
- Paid volunteer hours and company-wide charitable activities.
- Inclusive culture and Employee Resource Groups.
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