Teams at iClosed

Provides customer support through chat, email, and occasional video calls. Troubleshoots SaaS issues, helps users connect iClosed with automation tools and APIs, escalates unresolved problems, and follows issues through resolution. The role also gathers customer feedback to improve support processes and the product. Requires at least one year of customer support or customer communication experience, strong English proficiency, SaaS familiarity, problem-solving skills, and availability for shifts within Central European Time.

Own backend performance, scalability, and data-layer architecture for a multi-tenant SaaS platform. Diagnose latency using traces, execution plans, and metrics; design reliable services, caching, queues, APIs, and multi-engine data systems; establish observability, query and migration standards, load testing, regression gates, and capacity planning. This senior individual contributor role influences architecture, reduces customer-visible latency, and prevents performance regressions across production systems.