Teams at Contour Software

Provides advanced technical support for a SaaS platform through phone, email, chat, and ticketing systems. Diagnoses complex system, database, API, hardware, software, and network issues; identifies root causes; documents resolutions; creates troubleshooting guides; manages escalations; and collaborates with support teams to improve customer satisfaction and reduce recurring issues.

Supports SaaS implementation operations by reviewing contracts, validating pricing and scope, coordinating project assignments, managing site creation and client transitions, maintaining SharePoint documentation, and producing dashboards and reports. Tracks project backlogs, holds, launches, NPS results, and operational data while coordinating with Sales, Billing, Finance, Client Success, Support, designers, and technical teams. Ensures accurate project, contract, billing, and system records and drives process improvements.

Provide advanced technical support for the TUNE SaaS platform through phone, email, chat, and ticketing systems. Diagnose complex system, database, API, hardware, software, and network issues; identify root causes; document resolutions; manage escalations; and create troubleshooting resources. Collaborate with technical support and client success teams, prioritize customer issues, communicate clearly with technical and nontechnical stakeholders, and continuously improve technical knowledge and support processes.