Workable
SaaS Delivery and Support Technician
RouteSmart Technologies is looking for a detail-oriented and customer-focused SaaS Delivery and Support Technician to join our team. In this role, you will report to the SaaS Service and Support Manager to assist with client implementation and technical support. As an integral part of the Client Services team, the SaaS Delivery and Support Specialist will deliver high-quality technical support and training to RouteSmart clients across all RouteSmart applications.
The person in this position will oversee client implementation and deployment processes, ensuring optimal application performance, and delivering prompt technical support. The ideal candidate must have strong written and verbal communication skills, a commitment to exceptional client support while demonstrating strong analytical and problem-solving skills. This position is expected to provide on-call coverage in the evenings and over weekends on a scheduled basis.
The starting salary for this position is anticipated to be in the range of $65,000 to $75,000 per year. At RouteSmart Technologies, Inc., we offer various base pay ranges depending on the work location within the US. Please note that the base pay may differ based on your level of experience.
This is a hybrid role, candidate must be able to commute to office in Columbia, MD.
Essential Duties & Responsibilities
Conduct Client Initiation Meetings and document client implementation requirements
Assume responsibility for deployed applications, and ensure that all systems are performing and available
Meet all SLAs, including uptime, resolution time, and quality standards
Oversee deployment activities for enhancements/updates and new client deployments
Interact with SDS staff as well as clients to resolve issues
Properly document client cases as required, following department policies
Contribute quality information to the RouteSmart knowledge base and wiki
Provide support to fellow SDS staff working on complex system and application issues
Participate in regular open cases review sessions to determine appropriate actions and manage case load
Provide after-hours support for SaaS products and SDS staff
Attend training as available for supporting technologies and environments
Read and review documentation, bulletins, articles, and manuals to stay current with technical trends and issues, and environmental options that can impact our applications and clients
Participate in weekly Technical Support management meetings to provide feedback on current issues, trends, SDS performance, and opportunities for improvement
Participate in product review sessions with Development, QA, and Product Management for legacy and new products
Work directly with RouteSmart Development resources to create code fixes and assist with testing as needed
Submit defects for applications into the CRM as well as review and guide SDS staff with defect submissions and enhancement requests
Provide software testing in support of hot fixes, patches, and upgrades in conjunction with Quality Assurance as directed
Assistance with support of all RouteSmart products and support
Occasional travel may be required
Other duties/responsibilities as assigned
Requirements
Expert troubleshooting on hardware, software, networking
Excellent communications, written and oral
Excellent client support skills
Excellent analytical and problem-solving skills
Must be client focused and believe in teamwork, collaboration, adaptability, and initiative
Demonstrated leadership abilities
Ability to work independently in fast paced environment
Ability to maintain composure in high-pressure situations requiring quick, reasoned responses
Education & Experience
Bachelor’s degree or equivalent work experience
Preferred focus: Geography, IT/IS, Computer Science, Business
Experience working with SaaS software and Amazon EC2 environment
Experience in coaching and staff development
Two (2) years’ experience supporting software in a call center environment (can be concurrent with RouteSmart experience) or demonstrated mastery of application and industry knowledge
Benefits
RouteSmart offers its employees numerous opportunities for professional development. Our goal is to provide our employees with the chance to learn and grow as the company grows. We recognize that our employees are our most valuable asset. The work they do is key to our ability to provide high quality service to our clients. We also recognize that our employees are unique individuals with their own lifestyle and interests. RouteSmart Technologies pays a significant share of the cost of benefits for our employees. We believe our investment makes good business sense by helping to create a positive and productive work environment. Among the benefits we offer are:
Medical/Dental/Vision/STD & LTD Plans
Employer paid Life Insurance Plan
Employee Training & Development
401(k) Retirement Savings Plan w/ Employer Match
Vacation/Sick/Holiday Leave
Tuition Reimbursement
Flex hours
Casual Dress
RouteSmart Technologies is proud to be an equal opportunity workplace. Individuals seeking employment at RouteSmart Technologies are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.
All candidates must have legal authorization to permanently live and work in the United States.
This position does not qualify for sponsorship.

Columbia, MD, USA
$65,000/year