SaaS Support Engineer

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission : To create conditions within which people can thrive!

We are seeking a highly skilled and motivated contract Support Engineer to assist with enterprise customer configuration requests across our SaaS product suite. This role will support a high-volume implementation and customer support environment, providing technical expertise and rapid response for complex configuration and troubleshooting requests.

The ideal contractor will have experience supporting enterprise SaaS environments and configuring complex business scenarios utilizing PHP, SQL, and Adobe technologies. This individual must be comfortable operating in a fast-paced setting with shifting priorities, aggressive turnaround expectations, and direct collaboration with both customers and internal teams.

This contract role is designed to augment existing operational and implementation teams by providing dedicated technical configuration and support capacity. The successful candidate will be expected to quickly contribute with minimal ramp-up time and independently manage customer-facing technical requests.

Duties and Responsibilities:

Enterprise Customer Support

• Serve as a technical resource for enterprise customers requiring SaaS product configuration support, troubleshooting assistance, and technical guidance. Maintain professional and responsive communication while managing customer expectations and timelines.

SaaS Platform Configuration

• Configure and support complex workflows, integrations, and customer-specific requirements within SaaS platforms utilizing PHP scripting, SQL queries, database analysis, and Adobe-related technologies where applicable.

Rapid Response & Fast Turnaround

• Operate with a strong sense of urgency to support customer and implementation-related requests within tight delivery timelines. Prioritize and manage multiple requests simultaneously while ensuring accuracy, quality, and minimal disruption to customer operations.

Troubleshooting & Issue Resolution

• Investigate and resolve technical issues related to system configurations, integrations, application behavior, and data discrepancies. Perform root cause analysis and coordinate with internal engineering teams when escalation is required.

Cross-Functional Collaboration

• Work closely with Support, Engineering, Product, Project Management, and Implementation teams to support enterprise deployments, customer onboarding activities, and ongoing operational requests.

Documentation & Knowledge Sharing

• Document customer configurations, troubleshooting procedures, resolutions, and process improvements to support operational consistency and internal knowledge transfer.

Process Improvement

• Identify opportunities to improve support workflows, configuration management processes, and operational efficiency through automation, standardization, and technical enhancements.

Qualifications:

• Proven experience in a Support Engineer, Application Support, or Technical Support role within an enterprise SaaS environment.

• Strong working knowledge of PHP, SQL, and Adobe technologies.

• Experience supporting and configuring SaaS platforms in enterprise customer environments.

• Ability to troubleshoot complex technical and configuration-related issues independently.

• Experience managing high-priority requests with aggressive turnaround expectations.

• Strong analytical, organizational, and problem-solving skills.

• Excellent written and verbal communication skills.

• Ability to work independently while collaborating effectively across cross-functional teams.

• Familiarity with ticketing systems, support operations, and technical documentation best practices.

Preferred Qualifications:

• Experience supporting implementation or onboarding projects for enterprise customers.

• Exposure to integration support, workflow automation, or customer-specific customizations.

• Background working within high-growth or fast-paced technology organizations.