SaaS Software Support Technician

Description

Job Summary: Experticket seeks a SaaS Software Support Technician to analyze, resolve, and escalate incidents related to their platform, collaborating with various teams in a dynamic, customer-oriented environment. Key Highlights: 1. Be part of an internationally expanding support team 2. Participate in national and international projects 3. Career development and professional growth **About Us** **Experticket** is an integrated management system for parks, leisure venues, and tourist sites, connecting ticketing, distribution, access control, operations, billing, and integrations into a single SaaS platform. We are currently in an international expansion phase and are therefore seeking to bring new talent onto our team. We want individuals who can develop a career path, grow with us, and add value in a technological, dynamic, and customer-focused environment. **Vacant Position** SaaS Software Support Technician **What Will You Be Responsible For?** You will join Experticket’s Support Team, where you will analyze, resolve, and escalate incidents related to our SaaS platform. Your main responsibilities will include: ● Analyze, resolve, and/or escalate incident tickets received through our support channels. ● Respond to questions and inquiries regarding our systems, both from customers and other internal departments. ● Perform initial diagnostics for each case, identifying whether it involves a technical issue, functional question, configuration problem, user error, integration issue, or misdirected request. ● Prepare technical escalations when necessary, providing all required information to enable other teams to act swiftly: affected customer, application, impact, priority, reproduction steps, identifiers, evidence, and expected outcome. ● Keep ticket tracking up to date, ensuring traceability, clear communication, and proper closure of each case. ● Contribute your ideas and proactivity to improve internal tools and increase team productivity. ● Explore new ways to enhance currently implemented processes. Fresh ideas are always welcome. ● Document recurring incidents, applied solutions, and best practices to strengthen our internal knowledge base. Within the Support Department, you will maintain constant communication with the Account Management team and other departments such as IT, Projects, and Development, working closely with them to fulfill your role. We are confident that if you are passionate about technology, you will enjoy participating in national and international projects alongside a top-tier team. **Requirements for Successful Performance of the Role** ● Prior experience in technical support, user assistance, or incident resolution. ● Experience at levels 2/3—especially within SaaS, ERP, or eCommerce environments—will be valued. ● Experience using computer systems such as ERP, SaaS, or eCommerce platforms. Our software offers extensive configuration options; thus, prior experience with complex platforms will help you understand how the tool works and adapt quickly and effectively. ● Familiarity with tools such as Postman, SQL Server, and ticketing systems. Freshdesk will be your best ally. ● Ability to handle API documentation and understand call flows, integrations, and system behavior. ● Strong communication skills, proactivity, initiative, and commitment. You will interact continuously with customers and internal teams, so it is essential to clearly explain what is happening, its impact, and the next steps. ● Active listening, analytical, and incident resolution capabilities. The key here is fully understanding the issue to resolve it—or escalate it—in the most optimal way. ● Intermediate level of English. Written communication in English will be required, as we serve several international clients. **What Will Make You Stand Out** ● Knowledge of any of the following languages, technologies, or tools: Python, C\#, .NET Core, Visual Studio, Rider, or SQL Server databases. ● Experience working collaboratively and managing cross-departmental tasks. ● Proactivity. Prevention is better than cure. ● Experience in environments with defined SLAs. ● Knowledge of French. **What Academic Background Brings You Closer to This Role?** At minimum, we would like you to hold an Advanced Vocational Training Degree in Application Development, Information Systems, or a similar qualification. **Salary and Working Conditions** ● Full-time position. ● Rotating schedule Monday to Friday. Shifts are organized within the time frame of 08:00–18:00 to ensure continuous service coverage. ● Permanent contract with a 3-month probationary period. ● Annual gross salary between €20,000 and €22,000, depending on prior experience, technical knowledge, and suitability for the role. ● Ongoing mentoring to support your growth aligned with the company’s pace. Here, you can always raise your hand—we’ll be nearby to help you. ● On-call duties performed remotely and rotated among the team on holidays and weekends, compensated in addition to your fixed salary. **Why Experticket?** Because you’ll work at a specialized technology company with its own product, reference clients in the leisure and tourism sector, and a team combining technical expertise, customer service, and continuous improvement. If you want to grow within a SaaS environment, learn how a complex platform operates from the inside, and become part of a team delivering real impact on our clients’ operations, we want to meet you. ***www.experticket.com*** Salary: €20,000.00–€22,000.00 per year Work Location: On-site employment