SaaS Delivery and Support Technician

RouteSmart Technologies is looking for a detail-oriented and customer-focused SaaS Delivery and Support Technician to join our team. In this role, you will report to the SaaS Service and Support Manager to assist with client implementation and technical support. As an integral part of the Client Services team, the SaaS Support Technician will deliver high-quality technical support and training to RouteSmart clients across all RouteSmart applications.

The person in this position will oversee client implementation and deployment processes, ensuring optimal application performance, and delivering prompt technical support. The ideal candidate must have strong written and verbal communication skills, a commitment to exceptional client support while demonstrating strong analytical and problem-solving skills. This position is expected to provide on-call coverage in the evenings and over weekends on a scheduled basis.

The starting salary for this position is anticipated to be in the range of $65,000 to $75,000 per year. At RouteSmart Technologies, Inc., we offer various base pay ranges depending on the work location within the US. Please note that the base pay may differ based on your level of experience.

This is a hybrid role, candidate must be able to commute to office in Columbia, MD.

Essential Duties & Responsibilities

• Conduct Client Initiation Meetings and document client implementation requirements
• Assume responsibility for deployed applications, and ensure that all systems are performing and available
• Meet all SLAs, including uptime, resolution time, and quality standards
• Oversee deployment activities for enhancements/updates and new client deployments
• Interact with SDS staff as well as clients to resolve issues
• Properly document client cases as required, following department policies
• Contribute quality information to the RouteSmart knowledge base and wiki
• Provide support to fellow SDS staff working on complex system and application issues
• Participate in regular open cases review sessions to determine appropriate actions and manage case load
• Provide after-hours support for SaaS products and SDS staff
• Attend training as available for supporting technologies and environments
• Read and review documentation, bulletins, articles, and manuals to stay current with technical trends and issues, and environmental options that can impact our applications and clients
• Participate in weekly Technical Support management meetings to provide feedback on current issues, trends, SDS performance, and opportunities for improvement
• Participate in product review sessions with Development, QA, and Product Management for legacy and new products
• Work directly with RouteSmart Development resources to create code fixes and assist with testing as needed
• Submit defects for applications into the CRM as well as review and guide SDS staff with defect submissions and enhancement requests
• Provide software testing in support of hot fixes, patches, and upgrades in conjunction with Quality Assurance as directed
• Assistance with support of all RouteSmart products and support
• Occasional travel may be required
• Other duties/responsibilities as assigned

• Expert troubleshooting on hardware, software, networking
• Excellent communications, written and oral
• Excellent client support skills
• Excellent analytical and problem-solving skills
• Must be client focused and believe in teamwork, collaboration, adaptability, and initiative
• Demonstrated leadership abilities
• Ability to work independently in fast paced environment
• Ability to maintain composure in high-pressure situations requiring quick, reasoned responses

Education & Experience

• Bachelor’s degree or equivalent work experience
• Preferred focus: Geography, IT/IS, Computer Science, Business
• Experience working with SaaS software and Amazon EC2 environment
• Experience in coaching and staff development
• Two (2) years’ experience supporting software in a call center environment (can be concurrent with RouteSmart experience) or demonstrated mastery of application and industry knowledge

RouteSmart offers its employees numerous opportunities for professional development. Our goal is to provide our employees with the chance to learn and grow as the company grows. We recognize that our employees are our most valuable asset. The work they do is key to our ability to provide high quality service to our clients. We also recognize that our employees are unique individuals with their own lifestyle and interests. RouteSmart Technologies pays a significant share of the cost of benefits for our employees. We believe our investment makes good business sense by helping to create a positive and productive work environment. Among the benefits we offer are:

• Medical/Dental/Vision/STD & LTD Plans
• Employer paid Life Insurance Plan
• Employee Training & Development
• 401(k) Retirement Savings Plan w/ Employer Match
• Vacation/Sick/Holiday Leave
• Tuition Reimbursement
• Flex hours
• Casual Dress

RouteSmart Technologies is proud to be an equal opportunity workplace. Individuals seeking employment at RouteSmart Technologies are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

All candidates must have legal authorization to permanently live and work in the United States.

This position does not qualify for sponsorship.