SaaS Support Specialist

About the Role

We are searching for a SaaS Support Specialist to support a growing SaaS platform in document management and automation. This is a front‑line, customer‑facing role focused on troubleshooting, support, and helping users get the most out of the system. It’s a strong fit for someone coming from help desk, SaaS support, or application support who wants to grow into more technical or implementation‑focused work.

Responsibilities

• Serve as the first point of contact for customer issues (phone, email, chat)
• Troubleshoot and resolve Tier 1 support tickets
• Support customers using Esker on Demand and internal document management solutions
• Help customers navigate the platform and answer day‑to‑day questions
• Document issues clearly and escalate more complex problems when needed
• Deliver basic remote training to end users
• Create and maintain simple customer‑facing documentation
• Assist with light system setup and configuration, including basic integration‑related tasks

Requirements

• 1–3 years in SaaS support, help desk, or IT support
• Bachelor’s degree required
• Strong communication skills and ability to work directly with customers
• Detail‑oriented and comfortable troubleshooting structured processes
• Experience using a ticketing system (Zendesk, Jira, Freshdesk, etc.)
• Eagerness to learn and grow in a technical environment

Nice to Have

• Exposure to APIs, ERP systems, system integrations, or Esker on Demand

About Jones Grove

Jones Grove is a people‑first IT recruiting partner based in Charlotte with a trusted national reach. We help companies hire with clarity, delivering IT talent that’s technically sharp, personally vetted, and built to last. Our approach blends industry insight with steady communication and a clear process. We cut through the noise, focus on long‑term fit, and show up every step of the way.

We are an equal opportunity employer and value diversity at every level of the hiring process. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.