L1 SaaS Technical Support Analyst

About the role

We are seeking a motivated L1 SaaS Technical Analyst to join our SaaS Operations team. This entry‑level position is ideal for candidates with up to two years of experience who enjoy troubleshooting, learning new technologies, and supporting cloud‑based services. You will deliver first‑line support, monitor critical jobs, and work closely with internal technical teams to keep services running smoothly.

Key responsibilities

• Respond to technical incidents and service requests within defined SLAs.
• Maintain clear communication with users and follow cases through to resolution.
• Monitor critical operational jobs, reporting or escalating issues as needed.
• Perform basic troubleshooting on Linux systems, databases, networking, and internal tools.
• Escalate complex issues to appropriate teams and coordinate resolution.
• Execute planned operational and infrastructure changes following procedures.
• Create and update documentation, knowledge‑base articles, and reusable solutions.
• Assist in developing training materials and onboarding new team members.
• Identify opportunities to improve processes and participate in a rotating shift schedule, including nights and weekends.

Required profile

• Bachelor’s degree in Management Information Systems or related field.
• 0–2 years of experience in technical support, IT operations, help desk, or similar role.
• Strong analytical, troubleshooting, and communication skills in English.
• Willingness to work rotating shifts, including nights and weekends.
• Proactive attitude with a sense of ownership and customer focus.

Required skills

• Linux operating systems
• Shell scripting basics
• Fundamental database concepts
• Basic networking knowledge