A SaaS Support Specialist  is responsible for providing technical support and troubleshooting for cloud-based software solutions. They work with customers to resolve issues, optimize SaaS performance, and collaborate with development teams to improve product offerings.

Roles and Responsibilities:

• Monitor the SaaS platform and the infrastructure for optimum performance and reliability. 

• Check the system performance metrics and analyze trends for various opportunities. These can be related with optimizing performance, and enhancing scalability. 

• Move ahead with automation initiatives for improving operational efficiency.

• Act as a coordinator between stakeholders and the SRE team. These include software engineering teams, product managers and operations teams.

• Resolve incidents reported by customers and disruptions in services.

• Understand how various applications work with different systems for smooth operations. 

• Support professional growth of the team and offer mentorship to develop technical skills of the team members.