Support Engineer

**This job is located in Indianapolis, IN**

Zylo is the enterprise leader in SaaS Management, enabling companies to discover, manage, and optimize their SaaS applications. Zylo helps companies reduce costs and minimize risk by centralizing SaaS inventory, license, and renewal management. Trusted by industry leaders, Zylo’s AI-powered platform provides unmatched visibility into SaaS usage and spend. Powered by the industry’s most intelligent discovery engine, Zylo continuously uncovers hidden SaaS applications, giving companies greater control over their SaaS portfolio. With more than 30 million SaaS licenses and $34 billion in SaaS spend under management, Zylo delivers the deepest insights, backed by more data than any other provider. 

Overview

Reporting to the Manager of Support, Zylo is seeking a skilled and motivated Support Engineer to join our team. In this role, you will be responsible for providing top-tier technical support to our clients and partners, ensuring the smooth operation and resolution of issues within our platform. As a Support Engineer, you will play a critical role in driving client satisfaction, improving support processes, and contributing to the overall success of our clients' SaaS management initiatives.

What you will do

• Provide technical support and troubleshooting for Zylo's SaaS management platform, ensuring timely and effective resolution of client issues.
• Triage, diagnose, and resolve incoming support tickets, collaborating with internal teams to ensure swift problem resolution.
• Serve as a technical escalation point for client issues, collaborating with Product and Engineering teams to implement long-term solutions.
• Create and maintain technical documentation, including knowledge base articles and troubleshooting guides.
• Analyze support trends and client feedback to identify areas for improvement and proactively enhance support processes.
• Participate in the development and implementation of tools and automation strategies to streamline support operations and enhance the client experience.
• Collaborate with cross-functional teams, including Product, Engineering, and Client Success, to communicate client needs and influence product enhancements.
• Provide feedback and insights to the Product and Engineering teams to help prioritize bug fixes and feature requests based on client impact.

What you need

• 3+ years of experience in a technical support or support engineering role within a B2B SaaS environment.
• Strong problem-solving skills and ability to troubleshoot complex technical issues.
• Experience with ticketing systems (e.g., Zendesk, Jira) and support workflow management.
• Proficiency in working with APIs and troubleshooting integration issues.
• Experience supporting or configuring AI-driven analytics and automation tools.
• Excellent communication skills, both written and verbal.
• Ability to explain technical concepts to both technical and non-technical audiences.
• Collaborative mindset with an enthusiasm for client satisfaction and cross-functional teamwork.

Nice to have

• Familiarity with SSO, SAML protocols, and SaaS tools/integration concepts.
• Familiarity with scripting and querying languages (e.g., Python, SQL) to enhance support processes.
• Understanding of cloud infrastructure and web technologies.
• A passion for emerging technology and a continuous learning mindset, eager to stay updated on the latest industry trends.