Support Consultant (Senior)

• Resolve complex, high -impact incidents while serving as a senior escalation point for critical, time -sensitive issues.
  
• Provide consultative guidance on product architecture and best practices to act as a trusted advisor to customers.
  
• Champion customer feedback to internal teams and proactively mitigate risks to adoption and long -term retention.
  
• Ensure strict SLA compliance for all assigned tickets and drive continuous performance improvements through detailed root cause analysis.
  
• Deliver advanced, specialized training for customers and develop essential troubleshooting playbooks and support patterns.
  
• Act as a role model for support standards, mentor consultants through case reviews, and facilitate knowledge sharing to elevate team capability.
  
• Lead smoke testing during deployments to minimize risks and ensure quality before customer go -live events.
  
• Advise stakeholders on SharePoint architecture and configuration while overseeing complex document and template updates to ensure platform standards.
  

• 5 - 7 years of experience in technical consulting, SaaS product support, or a related field.
  
• A minimum of 4 years of hands -on work with Microsoft 365, SharePoint Online, and Power Automate.
  
• Comprehensive understanding of cloud -based deployments, integrations, SaaS architecture, and workflows.
  
• Strong verbal and written communication abilities, with a focus on managing high -stakes client interactions.
  
• Prior experience as a technical lead or senior escalation point is considered an advantage.
  

Requirements