At a Glance
- Tasks: Provide advanced technical support for innovative SaaS solutions and troubleshoot complex issues.
- Company: Join EY's dynamic Centre of Excellence for cutting-edge tax technology.
- Benefits: Flexible work environment, world-class training, and a diverse, inclusive culture.
- Other info: Exciting career growth opportunities in a global organisation.
- Why this job: Be part of a rapidly growing team making a real impact in tech solutions.
- Qualifications: Experience in SaaS platforms and strong problem-solving skills required.
The predicted salary is between 55000 - 65000 € per year.
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
- 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.
- Customer Engagement
- 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.
- Incident Management
- 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. 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 Senior/ Supervising Associate in London employer: EY UK
At EY, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation within our new Centre of Excellence for SaaS solutions. Employees benefit from extensive growth opportunities, world-class training, and a commitment to diversity and inclusion, all while working in a flexible environment that values their unique talents. Join us in shaping the future of tax technology and enjoy the satisfaction of making a meaningful impact in a supportive team atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land SaaS Support Senior/ Supervising Associate in London
✨Tip Number 1
Get to know the company inside out! Research EY's SaaS solutions and their Centre of Excellence. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your technical troubleshooting skills before the interview. Be ready to discuss how you've tackled complex issues in the past, especially in a SaaS environment. We want to hear about your problem-solving prowess!
✨Tip Number 3
Show off your customer service skills! Prepare examples of how you've maintained high customer satisfaction, even in tough situations. Remember, it's all about clear communication and building trust with clients.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our team at EY.
We think you need these skills to ace SaaS Support Senior/ Supervising Associate in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with SaaS platforms and technical support. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant expertise!
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled complex technical issues in the past. We love seeing candidates who can think critically and communicate solutions clearly, so share those success stories!
Highlight Customer Engagement Experience:Since this role is all about customer satisfaction, make sure to mention any experience you have in managing client relationships or resolving customer queries. We’re looking for someone who can connect with users and provide top-notch support.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at EY UK
✨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. Familiarise yourself with their functionalities and common issues users face, so you can speak confidently about them during the interview.
✨Show Off Your Troubleshooting Skills
Prepare to discuss specific examples of complex technical issues you've resolved in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical skills and how you prioritised customer satisfaction while solving problems.
✨Communicate Like a Pro
Since this role requires excellent communication skills, practice explaining technical concepts in simple terms. You might be asked to demonstrate how you'd guide a client through a troubleshooting process, so think about how to break down complex information clearly and effectively.
✨Be Ready to Collaborate
Expect questions about teamwork and collaboration, as you'll need to work closely with various teams. Prepare examples of how you've successfully collaborated in the past, especially in high-pressure situations, and emphasise your ability to build strong relationships with clients and colleagues alike.
