SaaS Support Assistant Manager

About the Role

As EY continues to expand its portfolio of tax technology and Software-as-a-Service (SaaS) solutions, we are growing our SaaS Centre of Excellence (CoE) to support these products throughout their lifecycle. The CoE supports a range of global tax technology solutions and is expected to continue growing rapidly.

As a Global SaaS Support Assistant Manager, you will play a key role in delivering exceptional support for EY's tax technology platforms. This role is ideal for individuals with a background in tax and a passion for technology, enabling them to solve complex client challenges, collaborate with product and tax specialists, and help drive the success and evolution of EY's digital tax solutions.

In joining the SaaS CoE Support Team as a Global SaaS Support Specialist, you will play a pivotal role in ensuring the smooth and efficient assistance to our SaaS solutions’ clients. You will provide advanced technical support, troubleshoot complex issues, and work closely with Product and Content teams to resolve user queries. This role requires a deep understanding of both technical systems and customer-facing communication, with a focus on delivering excellent customer service while solving high-impact issues.

Your responsibilities will include:

• Provide advanced troubleshooting and resolution of escalated technical issues related to our SaaS solutions.
• Work on complex, multi-faceted problems, often involving intricate issues within tax and/or law.
• Use a variety of tools and logs to investigate and resolve issues quickly, ensuring a fast resolution to the user.
• Act as a point of escalation for Tier 2 support staff, handling critical customer issues that require advanced technical expertise.
• Maintain high customer satisfaction by ensuring timely and effective resolutions, clear communication, and providing proactive updates.
• Develop and maintain strong relationships with clients, becoming a trusted advisor for our SaaS users.

• Collaborate with Product, Content, Technical and other teams to investigate and resolve clients’ queries.
• Identify common customer pain points and work with product teams to suggest improvements or new features that address these issues.
• Act as a bridge between support and engineering teams, ensuring that customer feedback and bug reports are communicated clearly and acted upon.

• Foster a collaborative culture which focus on knowledge share and mutual help and guidance.
• Document solutions, workarounds, and best practices in internal knowledge bases to help improve team efficiency.
• Continuously improve and optimize support workflows and processes to enhance team performance.
• Take the lead during critical incidents and outages, managing communication with internal stakeholders and driving resolution.
• Participate in post-incident reviews to identify root causes and implement preventive measures to avoid recurrence.
• Develop a strong understanding of EY's tax technology products and the tax processes they support.
• Work closely with tax professionals, content teams, and product teams to investigate and resolve functional and technical issues.
• Translate tax and business requirements into clear, actionable feedback for technical teams.
• Support clients in navigating tax-related functionality and best practices within EY's SaaS platforms.

• Strong experience supporting SaaS platforms and cloud-based technologies, with the ability to troubleshoot complex technical issues across systems, applications, and networks.
• Excellent problem-solving and analytical skills, with a customer-focused approach and the ability to communicate technical concepts clearly to non-technical users.
• Experience in tax, tax technology, tax operations, or a professional services environment, with an understanding of tax processes and technology-enabled solutions.
• A genuine interest in technology, innovation, digital transformation, automation, and SaaS solutions, with a passion for continuous learning.
• Strong communication and stakeholder management skills, with the ability to collaborate…