Technical Support Specialist (SaaS)

Position Summary

BearingPoint Products is a product development team where every colleague contributes to our product's success end to end. That means we cover areas like Product Management, UI/UX, Engineering, Testing, Product & Customer Support, and Maintenance.

Innovation is the key, so you will work with cutting-edge technologies and the latest SAP technology stack (SAP UI5, ABAP Cloud with RAP, SAP HANA and many others on SAP BTP) to achieve your career goals.  As part of our team, you will work on innovative solutions and assets, in genuine partnership with market-leading clients. 

Be part of our open, supportive and inclusive culture. You will enjoy high levels of empowerment, teamwork, daily learning and knowledge sharing. Therefore, come join us and be part of the tech community inside our firm.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support via email, chat, and phone for BearingPoint Product’s enterprise software applications.
• Troubleshoot, diagnose, and resolve technical issues related to installation, configuration, performance, and integrations.
• Escalate complex issues to Tier 3 support or product development teams with clear documentation & root cause analysis.
• Document all customer interactions and issue resolutions in the OTRS support ticketing system.
• Collaborate with UX, Engineering, QA, DevOps, Architects, and Product Owner teams to identify, resolve, triage product defects and suggest improvements.
• Actively collaborate in scaled Agile setups (SAFe, LeSS), participating in PI Planning, dependency management and team alignment;
• Assist with onboarding new customers and providing product training where necessary.
• Maintain a deep understanding of product functionality, features, and use cases.
• Participate in after-hours on-call support rotation (as needed).

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent work experience.
• 2+ years of technical support experience in a SaaS or enterprise software environment.
• Strong understanding of operating systems (Windows, Linux) and networking fundamentals.
• Experience working with relational databases (e.g., SQL Server, MySQL, PostgreSQL).
• Familiarity with APIs, XML/JSON, and web technologies ( REST).
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving abilities.
• Excellent oral, written and interpersonal communication;
• Self-directed and result-oriented;
• Proficiency in Microsoft Office (Word, Excel, PowerPoint);
• Fluent in English.

Preferred Qualifications:

• Experience with support tools like Zendesk, Jira, Salesforce, or similar.
• Exposure to cloud platforms (SAP, Oracle, IFS, AWS, Azure, GCP).
• Exposure to SAP technology stack (SAP UI5, ABAP Cloud with RAP, SAP HANA and many others on SAP BTP).
• Asset Management and Industry specific knowledge (Construction, Utilities, Automotive, Manufacturing, Oil & Gas, etc.) is nice to have

Location: Flexible / Remote / Hybrid – US, Canada, Puerto Rico

The salary range for this position: $75,000- $90,000

Benefits include Healthcare (medical, dental, vision); life and disability insurance (company paid); wellbeing plans; 401(k) plan with company match; nine paid company holidays; paid vacation; paid sick time; training and development opportunities.