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