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For Companies At a Glance
- Tasks: Lead a team providing top-notch support for innovative SaaS solutions.
- Company: Join EY, a global leader in building a better working world through technology and diverse teams.
- Benefits: Enjoy flexible work options, world-class training, and a vibrant, inclusive culture.
- Why this job: Be part of a dynamic team shaping the future of tax technology while enhancing your skills.
- Qualifications: Strong experience with SaaS platforms and excellent problem-solving skills are essential.
- Other info: Ideal for those with 4+ years in technical support, especially in SaaS or cloud environments.
The predicted salary is between 42000 - 84000 ÂŁ per year.
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, Data Permissions Navigator (DPN), 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
- 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.
- Collaboration with Stakeholders
- 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.
- Knowledge Sharing
- 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.
- Problem-Solving & Analytical Skills
- Excellent troubleshooting skills with the ability to quickly identify and resolve complex technical issues.
- Strong critical thinking and problem-solving abilities, with a focus on customer experience.
- Ability to break down complex technical concepts into clear, understandable communication for customers.
- Customer-Focused Mindset
- Excellent verbal and written communication skills with the ability to communicate technical issues effectively and guide users step by step.
- Experience in handling customer queries including managing difficult situations with professionalism and empathy.
- Soft Skills
- Strong interpersonal skills and the ability to work collaboratively with cross-functional teams.
- Ability to manage time effectively, prioritize tasks, and work under pressure in a fast-paced environment.
- Strong analytical skills and change management skills as well as the ability to independently drive initiatives forward.
- Identifies opportunities to improve processes and strategies.
- Able to manage a range of stakeholders with responsibility covering multiple software applications.
Ideally, you’ll also have
- 4+ years of experience in a technical support role, preferably within a SaaS or cloud-based environment.
- Experience with database queries (SQL, NoSQL), APIs, and integration issues.
- Knowledge of web technology and familiarity with cloud infrastructure (AWS, Azure).
- Experience working with ticketing systems and support management tools.
- Experience in a large global organization ideally within the legal and/or tax.
- Familiarity with ITIL or other incident management frameworks.
- Knowledge of GDPR and other security best practices in SaaS environments.
- Prior experience as a senior support engineer or team lead is a plus.
What we offer you
At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.
Are you ready to shape your future with confidence? Apply today.
To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.
SaaS Support Team Leader 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 SaaS Support Team Leader
✨Tip Number 1
Familiarise yourself with the specific SaaS solutions mentioned in the job description, such as the Global VAT Reporting Tool and the Global Tax E-invoicing Solution. Understanding these tools will not only help you during interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of EY, especially those in the SaaS CoE or similar roles. They can provide valuable insights into the company culture and expectations, which can be a game-changer in your application process.
✨Tip Number 3
Brush up on your technical troubleshooting skills, particularly in cloud-based technologies and SaaS platforms. Being able to discuss specific examples of how you've resolved complex issues in the past will set you apart from other candidates.
✨Tip Number 4
Prepare to showcase your customer service skills by thinking of scenarios where you've successfully managed difficult situations. This role requires a strong customer-focused mindset, so having concrete examples ready will highlight your suitability for the position.
We think you need these skills to ace SaaS Support Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in SaaS platforms and technical support roles. Emphasise your problem-solving skills and any specific technologies you've worked with, such as SQL or cloud infrastructure.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your background aligns with the responsibilities of the SaaS Support Team Leader position, particularly your experience in customer service and technical troubleshooting.
Showcase Your Communication Skills: Since this role requires excellent verbal and written communication, provide examples in your application that demonstrate your ability to explain complex technical issues clearly and effectively to clients.
Highlight Collaborative Experience: Discuss any past experiences where you collaborated with cross-functional teams. This could include working with product or engineering teams to resolve client issues, which is crucial for the role at EY.
How to prepare for a job interview at Ernst & Young Advisory Services Sdn Bhd
✨Showcase Your Technical Expertise
Make sure to highlight your experience with SaaS platforms and cloud-based technologies. Be prepared to discuss specific technical issues you've resolved in the past, demonstrating your troubleshooting skills at various levels.
✨Demonstrate Customer-Focused Mindset
Prepare examples of how you've handled customer queries, especially in difficult situations. Emphasise your ability to communicate complex technical concepts clearly and guide users through solutions step by step.
✨Highlight Collaboration Skills
Discuss your experience working with cross-functional teams. Share instances where you acted as a bridge between support and engineering teams, ensuring effective communication and resolution of client issues.
✨Prepare for Problem-Solving Scenarios
Anticipate questions that assess your analytical and problem-solving abilities. Be ready to walk through your thought process when tackling complex technical problems, showcasing your critical thinking skills.
