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For Companies At a Glance
- Tasks: Provide advanced technical support for SaaS solutions and troubleshoot complex issues.
- Company: Join EY, a global leader in tax technology solutions.
- Benefits: Competitive salary, flexible working options, and career development opportunities.
- Why this job: Be part of a dynamic team shaping the future of tax technology.
- Qualifications: Experience with SaaS platforms and strong problem-solving skills.
- Other info: Collaborative culture with excellent growth potential.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Location: London
Other locations: Anywhere in Region
Date: Jan 9, 2026
Requisition ID: 1674035
At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.
The opportunity
With the continuing and rapid development of tax technology solutions and in particular Software-as-a-Service (SaaS) solutions, it is necessary to enhance our Support Department to continue to achieve success as it grows. In preparation for the future, EY Tax and Law have created a new “Centre of Excellence” (CoE) to support SaaS solutions throughout their lifecycle. The SaaS CoE currently includes the following Tax and Law solutions: Global VAT Reporting Tool (GVRT), Mandatory Disclosure Regime (MDR) Web, Digital Tax Platform (DTP), Global Tax E invoicing Solution (GTES) and EY GloBE Engine and it is expected to grow rapidly. In joining the SaaS CoE you will have an exciting opportunity to contribute to the ongoing success of this new business unit, becoming deeply embedded in the operational management of the SaaS CoE and thus ensuring the smooth running of the technology solutions that it supports.
Your key responsibilities
In joining the SaaS CoE Support Team as a Global SaaS Support Specialist, you will play a pivotal role in ensuring the smooth and efficient assistance to our SaaS solutions’ clients. You will provide advanced technical support, troubleshoot complex issues, and work closely with Product and Content teams to resolve user queries. This role requires a deep understanding of both technical systems and customer-facing communication, with a focus on delivering excellent customer service while solving high-impact issues.
- Technical Support
- Provide advanced troubleshooting and resolution of escalated technical issues related to our SaaS solutions.
- Work on complex, multi-faceted problems, often involving intricate issues within tax and/or law.
- Use a variety of tools and logs to investigate and resolve issues quickly, ensuring a fast resolution to the user.
- Act as a point of escalation for Tier 2 support staff, handling critical customer issues that require advanced technical expertise.
- Maintain high customer satisfaction by ensuring timely and effective resolutions, clear communication, and providing proactive updates.
- Develop and maintain strong relationships with clients, becoming a trusted advisor for our SaaS users.
- Collaborate with Product, Content, Technical and other teams to investigate and resolve clients’ queries.
- Identify common customer pain points and work with product teams to suggest improvements or new features that address these issues.
- Act as a bridge between support and engineering teams, ensuring that customer feedback and bug reports are communicated clearly and acted upon.
- Foster a collaborative culture which focus on knowledge share and mutual help and guidance.
- Document solutions, workarounds, and best practices in internal knowledge bases to help improve team efficiency.
- Continuously improve and optimize support workflows and processes to enhance team performance.
- Take the lead during critical incidents and outages, managing communication with internal stakeholders and driving resolution.
- Participate in post-incident reviews to identify root causes and implement preventive measures to avoid recurrence.
To qualify for the role you must have
- Technical Expertise
- Strong experience with SaaS platforms, and/or cloud-based technologies.
- Proficiency in troubleshooting at the system, application, and network levels.
Application Support Senior Associate (SaaS) employer: Ernst & Young Advisory Services Sdn Bhd
Contact Detail:
Ernst & Young Advisory Services Sdn Bhd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Application Support Senior Associate (SaaS)
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend meetups, webinars, or even just grab a coffee with someone who works at EY. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! If you’ve got experience with SaaS platforms, make sure to highlight that in conversations. Share specific examples of how you've solved complex issues in the past – it’ll make you stand out as a candidate.
✨Tip Number 3
Don’t be shy about following up! After an interview or networking event, drop a quick thank-you email. It shows your enthusiasm and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit for the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you can tailor your application to highlight your experience with technical support and customer service, which is key for this role.
We think you need these skills to ace Application Support Senior Associate (SaaS)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Application Support Senior Associate role. Highlight your experience with SaaS platforms and any relevant technical skills. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our SaaS Centre of Excellence. Keep it engaging and personal – we love to see your personality come through!
Showcase Problem-Solving Skills: In your application, don’t forget to showcase your problem-solving skills. Share examples of complex issues you've tackled in the past, especially those related to SaaS or technical support. We’re all about finding solutions here at StudySmarter!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us that you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Ernst & Young Advisory Services Sdn Bhd
✨Know Your SaaS Inside Out
Make sure you have a solid understanding of the SaaS solutions mentioned in the job description, like the Global VAT Reporting Tool and Digital Tax Platform. Brush up on their functionalities and common issues users face, so you can speak confidently about them during the interview.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific examples where you've successfully troubleshot complex technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting how your actions led to positive outcomes for clients.
✨Emphasise Customer Service Excellence
Since this role focuses heavily on customer satisfaction, be ready to share experiences where you went above and beyond for a client. Talk about how you maintained clear communication and provided timely updates, as these are key to building strong client relationships.
✨Collaborate and Communicate
Demonstrate your ability to work with various teams by discussing past experiences where you collaborated with product or engineering teams. Highlight how you effectively communicated client feedback and contributed to improvements, showing that you're a team player who values knowledge sharing.