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For Companies At a Glance
- Tasks: Lead a team to provide top-notch support for innovative SaaS solutions.
- Company: Join EY, a global leader in building a better working world.
- Benefits: Flexible work environment, professional development, and diverse culture.
- Why this job: Shape the future of tax technology while enhancing your career.
- Qualifications: Experience in SaaS support and strong problem-solving skills required.
- Other info: Exciting opportunity for growth in a dynamic, collaborative setting.
The predicted salary is between 36000 - 60000 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 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
- 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.
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 in Birmingham employer: EY
Contact Detail:
EY Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SaaS Support Team Leader in Birmingham
✨Tip Number 1
Network like a pro! Reach out to current employees at EY or in the SaaS industry on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to SaaS support roles. Think about how you’d handle tricky customer situations or technical issues. We want you to shine, so role-play with a friend if you can!
✨Tip Number 3
Show off your problem-solving skills during interviews. Use real-life examples where you’ve tackled complex issues. This will demonstrate your analytical abilities and customer-focused mindset, which are key for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at EY and contributing to building a better working world.
We think you need these skills to ace SaaS Support Team Leader in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the SaaS Support Team Leader role. Highlight your relevant experience with SaaS platforms and technical support, showing us how you can contribute to our Centre of Excellence.
Showcase Your Problem-Solving Skills: We love candidates who can think on their feet! Use specific examples in your application to demonstrate your troubleshooting skills and how you've resolved complex issues in the past. This will help us see your analytical mindset in action.
Communicate Clearly: Since this role involves a lot of customer engagement, make sure your written communication is clear and concise. Show us that you can break down complex technical concepts into easy-to-understand language, just like you would for a client.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the recruitment process!
How to prepare for a job interview at EY
✨Know Your SaaS Inside Out
Make sure you’re well-versed in the specific 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 demonstrate your technical expertise during the interview.
✨Show Off Your Problem-Solving Skills
Prepare to discuss past experiences where you successfully resolved complex technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical skills and customer-focused mindset.
✨Communicate Clearly and Confidently
Practice explaining technical concepts in simple terms, as you’ll need to do this with clients who may not have a technical background. Role-play with a friend or family member to refine your communication style and ensure you come across as approachable and knowledgeable.
✨Demonstrate Team Collaboration
Be ready to share examples of how you’ve worked with cross-functional teams in the past. Highlight your interpersonal skills and how you’ve contributed to a collaborative culture, as this is key for the role in the SaaS CoE.
