Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team to resolve complex technical issues and enhance customer satisfaction.
- Company: Join EY, a global leader in professional services with a focus on innovation.
- Benefits: Flexible work environment, world-class training, and a diverse culture.
- Why this job: Make a real impact by improving SaaS solutions and customer experiences.
- Qualifications: 4+ years in technical support, strong problem-solving skills, and SaaS expertise.
- Other info: Opportunity for career growth in a dynamic, collaborative setting.
The predicted salary is between 36000 - 60000 Ā£ per year.
Responsibilities
- Technical Support
- Provide advanced troubleshooting and resolution of escalated technical issues related to our SaaS solutions.
- Work on complex, multiāfaceted 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 focused on knowledge sharing and mutual help and guidance.
- Document solutions, workarounds, and best practices in internal knowledge bases to help improve team efficiency.
- Continuously improve and optimise 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 postāincident reviews to identify root causes and implement preventive measures to avoid recurrence.
Qualifications
- Technical Expertise
- Strong experience with SaaS platforms, and/or cloudābased technologies.
- Proficiency in troubleshooting at the system, application, and network levels.
- ProblemāSolving & Analytical Skills
- Excellent troubleshooting skills with the ability to quickly identify and resolve complex technical issues.
- Strong critical thinking and problemāsolving abilities, with a focus on customer experience.
- Ability to break down complex technical concepts into clear, understandable communication for customers.
- CustomerāFocused 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 crossāfunctional teams.
- Ability to manage time effectively, prioritise tasks, and work under pressure in a fastāpaced environment.
- Strong analytical skills and changeāmanagement 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 cloudābased 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 organisation, ideally within the legal and/or tax sector.
- 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 futureāfocused skills and equip you with worldāclass 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.
Equal Opportunity & Accessibility
To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disabilityārelated adjustments or accommodations you may need.
Legal Statement
EY | Building a better working world ā Building trust in capital markets through data, AI and advanced technology.
SaaS Support Team Leader in London employer: EY
Contact Detail:
EY Recruiting Team
StudySmarter Expert Advice š¤«
We think this is how you could land SaaS Support Team Leader in London
āØTip Number 1
Network like a pro! Reach out to current or former employees at EY on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
āØTip Number 2
Prepare for the interview by practising common SaaS support scenarios. Think about how you'd handle tricky customer issues or technical problems. We want you to show off your problem-solving skills!
āØTip Number 3
Show your passion for customer service! During interviews, share stories that highlight your ability to maintain high customer satisfaction and how you've turned difficult situations into positive outcomes.
āØTip Number 4
Donāt forget to apply through our website! Itās the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the team at EY.
We think you need these skills to ace SaaS Support Team Leader in London
Some tips for your application š«”
Tailor Your Application: Make sure to customise your CV and cover letter for the SaaS Support Team Leader role. Highlight your experience with SaaS platforms and any relevant technical skills that match the job description. We want to see how you fit into our team!
Show Off Your Problem-Solving Skills: In your application, share specific examples of how you've tackled complex technical issues in the past. We love candidates who can demonstrate their analytical skills and customer-focused mindset, so donāt hold back on those success stories!
Communicate Clearly: Since this role involves a lot of communication, make sure your written application is clear and concise. Use straightforward language to explain your technical expertise and how you can help our customers. Remember, weāre looking for someone who can break down complex concepts!
Apply Through Our Website: We encourage you to apply directly through our website. Itās the best way to ensure your application gets seen by the right people. Plus, it shows us youāre serious about joining our team at EY!
How to prepare for a job interview at EY
āØKnow Your SaaS Inside Out
Make sure youāre well-versed in the specific SaaS solutions the company offers. Brush up on common technical issues and their resolutions, as well as any recent updates or features. This will not only show your expertise but also your genuine interest in the role.
āØPrepare for Customer Scenarios
Think of potential customer scenarios you might face in the role. Prepare to discuss how you would handle difficult situations with professionalism and empathy. This will demonstrate your customer-focused mindset and problem-solving skills during the interview.
āØShowcase Your Collaboration Skills
Be ready to talk about your experience working with cross-functional teams. Highlight specific examples where youāve successfully collaborated with product, technical, or content teams to resolve issues or improve processes. This will illustrate your ability to act as a bridge between support and engineering.
āØDemonstrate Your Analytical Thinking
Prepare to discuss how you approach complex problems analytically. Share examples of how youāve identified root causes of issues and implemented preventive measures. This will showcase your critical thinking abilities and your commitment to continuous improvement.
