Platform Support Specialist - SaaS Platforms

The Platform Support Specialist – Marco SaaS Platforms serves as a primary client-facing expert supporting Marco’s SaaS platform portfolio. This role is responsible for onboarding new customers, troubleshooting platform issues, resolving support tickets, and ensuring clients successfully adopt and operate Marco’s SaaS platforms.

The Platform Support Specialist works directly with customers to provide guidance, training, and technical assistance related to platform configuration, integrations, and operational use. In addition to customer support responsibilities, this role collaborates closely with Product Management and Software Development teams to identify opportunities for platform improvements, gather customer feedback, and document business requirements that contribute to future platform enhancements.

This position combines customer support, technical troubleshooting, and business analysis, helping ensure a high-quality customer experience while supporting the continued evolution of Marco’s SaaS platforms.

ESSENTIAL FUNCTIONS:

• Client Onboarding & Customer Experience
  • Lead onboarding sessions for new customers adopting Marco SaaS platforms.
  • Guide customers through platform setup, configuration, and best practices.
  • Provide training and ongoing guidance to help customers effectively use the platforms.
  • Serve as a trusted advisor by helping customers understand and maximize platform capabilities.
  • Assist customers in understanding reporting, platform insights, and operational workflows.
  • Conduct platform audits and health reviews with customers to ensure proper system operation and identify optimization opportunities.
• Platform Support & Troubleshooting
  
  • Serve as a primary support resource for customers using Marco SaaS platforms.
  • Respond to support requests via ticketing system, email, or phone in a timely manner.
  • Troubleshoot platform issues including configuration, integrations, data collection, reporting, and user access.
  • Accurately log customer issues and maintain detailed ticket documentation.
  • Identify root causes and escalate issues to engineering teams when necessary.
  • Provide customers with clear communication regarding issue status and expected resolution timelines.
  • Maintain and improve internal and external documentation
• Platform Expertise
  
  • Develop deep expertise in the capabilities and functionality of Marco SaaS platforms.
  • Maintain working knowledge of platform architecture, integrations, device data collection, and reporting workflows.
  • Monitor platform performance trends and proactively identify potential customer issues.
• Platform Improvement - When not actively engaged in support work, the Platform Support Specialist contributes to platform improvement initiatives and participates in the software development lifecycle.
  • Gathering customer feedback and identifying opportunities to improve the platform experience.
  • Documenting recurring issues and feature enhancement requests.
  • Writing clear business requirements and user stories for development teams based on customer needs and operational workflows.
  • Assisting Product Management with evaluating and prioritizing feature requests and product improvements.
  • Participating in the development workflow by supporting validation and testing of new platform capabilities.
  • Assisting in preparing release documentation and customer communication related to new platform capabilities.

QUALIFICATIONS:

• Associate degree in Information Technology, Business, or related field; or equivalent combination of education and experience.
• 2+ years of experience in one or more of the following areas:
  
  • Experience supporting SaaS or cloud-based platforms.
  • Experience in managed IT services or managed print services environments.
  • Experience working with device telemetry, SNMP data, or network-connected devices.
  • Understanding of REST APIs and how systems interact through APIs, including basic troubleshooting of API connectivity and data exchange.
  • Experience writing user stories or product requirements.

REQUIRED SKILLS:

• Hands-on experience with device telemetry and network-connected devices, including working knowledge of SNMP and how device data is collected and interpreted.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, and common network topologies, with the ability to understand how these affect device connectivity and data flow.
• Familiarity with firewall configurations and network policies, including how rules, port access, and traffic filt