At a Glance
- Tasks: Provide top-notch support for EY's innovative tax technology platforms and solve complex client challenges.
- Company: Join EY, a global leader in building a better working world with diverse teams.
- Benefits: Flexible work environment, professional development, and a culture of inclusivity.
- Other info: Dynamic role with opportunities for growth and collaboration across global teams.
- Why this job: Be at the forefront of tax technology and make a real impact on clients' success.
- Qualifications: Experience in SaaS support, strong problem-solving skills, and a passion for technology.
The predicted salary is between 45000 - 60000 £ 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.
About the Role
As EY continues to expand its portfolio of tax technology and Software-as-a-Service (Saa S) solutions, we are growing our Saa S Centre of Excellence (Co E) to support these products throughout their lifecycle.
The Co E supports a range of global tax technology solutions and is expected to continue growing rapidly.
As a Global Saa S Support Assistant Manager, you will play a key role in delivering exceptional support for EY's tax technology platforms.
This role is ideal for individuals with a background in tax and a passion for technology, enabling them to solve complex client challenges, collaborate with product and tax specialists, and help drive the success and evolution of EY's digital tax solutions.
Your key responsibilities
In joining the Saa S Co E Support Team as a Global Saa S Support Specialist, you will play a pivotal role in ensuring the smooth and efficient assistance to our Saa S 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.
Your responsibilities will include
- Technical Support
- Provide advanced troubleshooting and resolution of escalated technical issues related to our Saa S 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 Saa S 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.
- Tax Technology Expertise
- Develop a strong understanding of EY's tax technology products and the tax processes they support.
- Work closely with tax professionals, content teams, and product teams to investigate and resolve functional and technical issues.
- Translate tax and business requirements into clear, actionable feedback for technical teams.
- Support clients in navigating tax-related functionality and best practices within EY's Saa S platforms.
To qualify for the role, you must have
- Strong experience supporting Saa S platforms and cloud-based technologies, with the ability to troubleshoot complex technical issues across systems, applications, and networks.
- Excellent problem-solving and analytical skills, with a customer-focused approach and the ability to communicate technical concepts clearly to non-technical users.
- Experience in tax, tax technology, tax operations, or a professional services environment, with an understanding of tax processes and technology-enabled solutions.
- A genuine interest in technology, innovation, digital transformation, automation, and Saa S solutions, with a passion for continuous learning.
- Strong communication and stakeholder management skills, with the ability to collaborate effectively across business, tax, and technical teams.
- Proven ability to work in a fast-paced environment, manage competing priorities, drive improvements, and influence outcomes across multiple applications and stakeholders.
Ideally, you’ll also have
- 4+ years' experience in Saa S, cloud-based, or technical support environments, ideally within a large global organization.
- Strong technical aptitude, including exposure to databases (SQL/No SQL), APIs, integrations, web technologies, and cloud platforms such as AWS or Azure.
- Knowledge of tax technology solutions, tax compliance software, ERP systems, or digital tax transformation initiatives.
- Interest in emerging technologies, including AI, automation, and data analytics, and how they support modern tax functions.
- Ability to collaborate across stakeholders, acting as a liaison between business teams, tax professionals, and technical teams.
- Experience with service management and operational excellence, including ticketing systems, incident management frameworks (e. g., ITIL), Saa S security best practices, and people leadership or coaching experience.
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.
Learn more .
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.
EY | Building a better working world
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions.
Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.
SaaS Support Assistant Manager in London employer: EY
EY is an exceptional employer that fosters a collaborative and innovative work culture in Manchester, where you can thrive as an Industry Strategy & Growth Lead. With comprehensive benefits including medical coverage and flexible vacation policies, alongside a strong commitment to professional development, EY empowers its employees to grow and excel in their careers while making a meaningful impact in the consumer and health sectors.
StudySmarter Expert Advice🤫
We think this is how you could land SaaS Support Assistant Manager in London
✨Join Local Tech Meetups
Get out there and mingle with fellow developers by joining local tech meetups. It’s a fantastic way to meet people who might be working at EY or know someone who does. Plus, you can pick up some trendy tech skills and trends while you're at it!
✨Contribute to Open Source Projects
Show off your coding chops by jumping into open-source projects. Not only does this give you practical experience, but it also gets you noticed in the dev community. You'll create a killer portfolio that speaks volumes about your skills to EY.
✨Tap into Online Developer Communities
Don’t underestimate the power of online developer communities like GitHub, Stack Overflow, and even Reddit. Participate in discussions, share your projects, and build your visibility. We can often find opportunities through these channels that can lead to a full-time gig at companies like EY.
✨Explore Job Boards Specifically for Tech Roles
Keep your eyes peeled on job boards that focus on tech roles. Sites like TechCareers or Stack Overflow Jobs can often have listings for companies like EY that might not show up on broader job sites. Make it a habit to check these regularly, and don’t hesitate to apply directly through our website!
We think you need these skills to ace SaaS Support Assistant Manager in London
Some tips for your application 🫡
Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at EY.
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at EY and how your skills align with the role. Show us your passion for software development. We dig enthusiastic candidates who understand the value of collaboration and continuous learning!
Be clear and concise:When it comes to writing your CV and cover letter, clarity is key. Avoid jargon that could confuse us and stick to simple, direct language. Highlight your achievements with quantifiable results where possible, and keep everything easy to read. A well-organised application goes a long way!
How to prepare for a job interview at EY
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If EY uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
✨Prepare for Behavioural Questions
While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
