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Senior Saas Customer Support Jobs (NOW HIRING)

Known

Senior SaaS Administrator

New York, NY · On-site

$94K - $127K/yr

Support for both macOS and Windows environments. * Familiarity with ITIL practices and Agile ... Experience scaling SaaS operations at a growing company. * History of replacing manual access ...

Known

Senior SaaS Administrator

New York, NY · On-site

$94K - $127K/yr

Support for both macOS and Windows environments. * Familiarity with ITIL practices and Agile ... Experience scaling SaaS operations at a growing company. * History of replacing manual access ...

CapTech Consulting

Senior SaaS Platform Engineer

Richmond, VA · On-site

$103K - $142K/yr

This is not a traditional "support-only" role. You will serve as a technical owner and subject ... Customer-focused, but systems-minded-you fix root causes, not just symptoms * Comfortable operating ...

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Senior Saas Customer Support information

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$25K

$80.3K

$163.5K

How much do senior saas customer support jobs pay per year?

As of Aug 8, 2026, the average yearly pay for senior saas customer support in the United States is $80,287.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,500.00 and $103,000.00 per year, depending on experience, location, and employer.

How do senior SaaS customer support professionals typically collaborate with product and engineering teams to address complex client issues?

Senior SaaS Customer Support professionals often act as a bridge between clients and internal teams, especially when handling advanced technical issues. They work closely with product managers and engineers by gathering detailed client feedback, replicating reported problems, and prioritizing issues based on business impact. This collaboration ensures that solutions are both technically sound and aligned with customer needs, often leading to product improvements or feature enhancements. Regular cross-functional meetings and clear documentation are crucial for effective communication and timely resolution.

What are the key skills and qualifications needed to thrive as a senior SaaS customer support specialist?

To thrive as a Senior SaaS Customer Support specialist, you need deep knowledge of SaaS platforms, troubleshooting expertise, and experience with customer service, often supported by a relevant degree or equivalent work experience. Familiarity with CRM systems, ticketing tools like Zendesk or Salesforce, and product-specific certifications are typically required. Excellent communication, problem-solving skills, and the ability to manage escalations set strong candidates apart. These skills ensure efficient resolution of complex issues, high customer satisfaction, and the smooth operation of service delivery in a technical, fast-paced environment.

What is the difference between Senior Saas Customer Support vs Customer Success Manager?

AspectSenior Saas Customer SupportCustomer Success Manager
Primary FocusHandling technical support, troubleshooting, and resolving customer issuesProactively managing customer relationships to ensure product adoption and satisfaction
Required SkillsTechnical knowledge, problem-solving, communication skillsRelationship management, strategic planning, communication skills
Work EnvironmentSupport centers, technical teams, remote or on-siteCustomer accounts, client meetings, cross-functional teams
Industry UsageCommon in SaaS companies for support rolesCommon in SaaS and tech companies for client retention roles

While both roles serve SaaS customers, Senior Saas Customer Support focuses on resolving technical issues, whereas Customer Success Managers work proactively to ensure customer success and retention. Understanding these differences helps in choosing the right career path or job focus.

What is a senior SaaS customer support?

Senior SaaS (Software as a Service) Customer Support professionals are experienced specialists who assist customers using cloud-based software products. They handle complex technical issues, provide in-depth troubleshooting, and often mentor junior support staff. These roles require a strong understanding of the SaaS platform, excellent communication skills, and the ability to resolve escalated customer concerns efficiently. Senior support staff may also collaborate with product and engineering teams to improve the user experience and address recurring issues.
More about Senior Saas Customer Support jobs
What cities are hiring for Senior Saas Customer Support jobs? Cities with the most Senior Saas Customer Support job openings:
What are the most commonly searched types of Saas Customer Support jobs? The most popular types of Saas Customer Support jobs are:
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Senior Saas Customer Support jobs near you
Infographic showing various Senior Saas Customer Support job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 22% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $80,287 per year, or $38.6 per hour.

Senior Customer Support Specialist

MatrixCare

Peachtree Corners, GA • On-site, Remote

$30.91 - $41.21/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 13 days ago

Job description

Brightree is a leading provider of cloud-based software solutions that help post-acute care providers streamline operations and improve patient outcomes. As a Senior Customer Support Specialist, you will play a critical role in delivering an exceptional customer experience by resolving complex issues and serving as a trusted advisor to our clients.

In this role, you will provide consultative support on Brightree's platform, helping customers maximize the value of our solutions.You'llcombine technicalexpertise, problem-solving skills, and a customer-first mindset to drive resolution, build knowledge, and continuously improve the support experience.

Ideal shift is 9am - 6pm ET.

Let's talk about Responsibilities:

  • Deliver high-quality, consultative support for Brightree applications and related services in a professional, efficient, and customer-focused manner

  • Diagnose and resolve a wide range of customer issues-including system configuration, product functionality, and defects-via phone and electronic communication channels

  • Investigate and troubleshoot complex issues that may not have standard documented solutions, using critical thinking and creativity

  • Create andmaintaindetailed documentation, including knowledge base articles, issue logs, and resolution steps to support internal teams and customers

  • Identifytrends or systemic issues that mayimpactmultiple customers and proactively communicate insights, risks, and recommended solutions

  • Accurately track and manage all support interactions, ensuringtimelyfollow-up and thorough documentation

  • Partner cross-functionally with Product, Engineering, and other internal teams to escalate and resolve issues effectively

  • Stay current on Brightree product updates, enhancements, and industry trends toprovideinformed guidance to customers

  • Act as a subject matter expert and mentor to team members, sharing knowledge and promoting best practices

  • Contribute to continuous process improvements that enhance the overall customer support experience

Let's talk about Qualifications & Experience:

  • 3+ years of experience in SaaS customer support, application support, or help desk environments supporting external customers

  • Strong technical aptitude with the ability to troubleshoot complex issues using a logical, structured approach

  • Experience with SQL

  • Experience with Brightree software

  • Proven ability to manage and resolve challenging customer situations with professionalism and urgency

  • Excellent communication, interpersonal, and customer service skills

  • Strong attention to detail with the ability to document issues clearly and accurately

  • Ability to thrive in a fast-paced, collaborative, and customer-centric environment

  • Self-starter witha strong senseof ownership, accountability, and continuous improvement

  • Proficiencyin Microsoft Office (Outlook, Word, Excel)

  • Bachelor's degree in Business, Technology, Computer Science, or related field (or equivalent practical experience)

  • Experience supporting SaaS platforms or business management software

  • Familiarity with healthcare, post-acute care, or related industries

  • Experience contributing to ormaintainingknowledge base systems

  • Experience working in a remote or distributed team environment

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world's best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidate's geographic work location, relevant qualifications, work experience, and skills.

At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current base range for this position is: $30.91 - $41.21/hr

For remote positions located outside of the US, pay will be determined based the candidate's geographic work location, relevant qualifications, work experience, and skills.

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.

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