SaaS Customer Support Agent, Level 2

Who is Supplyframe?Acquired by Siemens AG in 2021, Supplyframe is the leading Design-to-Source Intelligence platform for the global electronics value chain, with solutions that interpret billions of intent, demand, supply and risk signals to deliver insights through the design-to-market product lifecycle. A community of over 10 million engineering and supply chain professionals engage with our search, media, and SaaS solutions to optimize in excess of $120 billion in annual direct materials spend. Supplyframe is headquartered in Pasadena, California, with additional offices in Texas, Germany, United Kingdom, Serbia, and China.Do you have a passion for helping others? Then Supplyframe may be looking for you!Supplyframe is seeking an experienced SaaS Customer Support Level 2 professional to join our expanding North American operations team. This role combines direct customer engagement with strategic leadership responsibilities, supporting our growing client base in maximizing product value while mentoring junior team members and cross-functional colleagues. As a primary customer liaison, you will be accountable for relationship management, customer satisfaction metrics (CSAT), and overall client success outcomes. Beyond customer-facing activities, you will drive operational excellence through process optimization initiatives, business performance analytics, and end-to-end management of critical customer incidents. The ideal candidate brings proven customer service expertise, demonstrated experience implementing industry-leading support methodologies, and a solutions-oriented mindset. This position offers an excellent opportunity for a results-driven professional to contribute to a high-performing, collaborative team environment.What will I be doing?Deliver exceptional technical support to clients through multiple channels including chat, email, phone, and screen sharing capabilitiesServe as technical consultant providing strategic guidance and subject matter expertise to leadership, internal stakeholders, and customersConduct product training sessions and technical presentations for customers on Supplyframe's software solutionsAct as customer advocate by capturing user feedback and translating business requirements to Product and Engineering teamsCollaborate cross-functionally with internal teams to investigate and resolve complex customer technical issuesDiagnose software defects and manage escalation processes to ensure timely issue resolutionParticipate in software development lifecycle activities including design reviews, testing protocols, and quality assurance processesWe'd love to hear from you if you possess the following:Bachelor's degree in Computer Science, Engineering, or equivalent technical discipline with relevant industry experienceMinimum 3-5 years of progressive experience in technical support or SaaS customer success roles with 24x5 or 24x7 operational exposureProfessional proficiency in English for business communicationsDemonstrated experience in project leadership, resource management, and cross-functional team managementExceptional written and verbal communication skills with stakeholders at all organizational levelsProven ability to translate complex technical concepts into clear, actionable guidance for diverse audiencesProfessional demeanor with strong interpersonal skills and customer-centric approachAnalytical problem-solving mindset with genuine commitment to customer success and satisfactionCollaborative work style with demonstrated ability to contribute effectively in team environmentsSelf-directed professional capable of independent problem resolution and proactive issue identificationStrong organizational and time management capabilities to prioritize and execute multiple concurrent initiativesProficiency in Microsoft Office Suite (Excel, Word, PowerPoint) or equivalent productivity applicationsBonus if you meet the following criteria as well:Previous experience in B2B customer support or SaaS platform environmentsProficiency with ticketing systems and reporting tools such as Zendesk, ServiceCloud, ServiceNow, or comparable platformsWhy us? Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software. A collection of over 377,000 minds building the future one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need. Bring your curiosity and creativity and help us shape tomorrow!Siemens Software. Transform the Everyday with Us#SWSaaS90,000 162,000 3-5