SaaS Customer Support Agent, Level 2
Job ID
492744
Posted since
27-Jan-2026
Organization
Digital Industries
Field of work
Customer Services
Company
Siemens Industry Software Inc.
Experience level
Experienced Professional
Job type
Full-time
Work mode
Remote only
Employment type
Permanent
Location(s)
• Austin - - United States of America
• Chicago - - United States of America
• Costa Mesa - - United States of America
• El Segundo - - United States of America
• Fremont - - United States of America
• Pasadena - - United States of America
• San Diego - - United States of America
• Santa Clara - - United States of America
Who is Supplyframe?
Acquired by Siemens AG in 2021, Supplyframe is the leading Design-to-Source Intelligence platform for the global electronics value chain, with solutions that interpret billions of intent, demand, supply and risk signals to deliver insights through the design-to-market product lifecycle. A community of over 10 million engineering and supply chain professionals engage with our search, media, and SaaS solutions to optimize in excess of $120 billion in annual direct materials spend. Supplyframe is headquartered in Pasadena, California, with additional offices in Texas, Germany, United Kingdom, Serbia, and China.
Do you have a passion for helping others? Then Supplyframe may be looking for you!
Supplyframe is seeking an experienced SaaS Customer Support Level 2 professional to join our expanding North American operations team. This role combines direct customer engagement with strategic leadership responsibilities, supporting our growing client base in maximizing product value while mentoring junior team members and cross-functional colleagues. As a primary customer liaison, you will be accountable for relationship management, customer satisfaction metrics (CSAT), and overall client success outcomes. Beyond customer-facing activities, you will drive operational excellence through process optimization initiatives, business performance analytics, and end-to-end management of critical customer incidents. The ideal candidate brings proven customer service expertise, demonstrated experience implementing industry-leading support methodologies, and a solutions-oriented mindset. This position offers an excellent opportunity for a results-driven professional to contribute to a high-performing, collaborative team environment.
What will I be doing?
• Deliver exceptional technical support to clients through multiple channels including chat, email, phone, and screen sharing capabilities
• Serve as technical consultant providing strategic guidance and subject matter expertise to leadership, internal stakeholders, and customers
• Conduct product training sessions and technical presentations for customers on Supplyframe's software solutions
• Act as customer advocate by capturing user feedback and translating business requirements to Product and Engineering teams
• Collaborate cross-functionally with internal teams to investigate and resolve complex customer technical issues
• Diagnose software defects and manage escalation processes to ensure timely issue resolution
• Participate in software development lifecycle activities including design reviews, testing protocols, and quality assurance processes
We'd love to hear from you if you possess the following:
• Bachelor's degree in Computer Science, Engineering, or equivalent technical discipline with relevant industry experience
• Minimum 3-5 years of progressive experience in technical support or SaaS customer success roles with 24x5 or 24x7 operational exposure
• Professional proficiency in English for business communications
• Demonstrated experience in project leadership, resource management, and cross-functional team management
• Exceptional written and verbal communication skills with stakeholders at all organizational levels
• Proven ability to translate complex technical concepts into clear, actionable guidance for diverse audiences
• Professional demeanor with strong interpersonal skills and customer-centric approach
• Analytical problem-solving mindset with genuine commitment to customer success and satisfaction
• Collaborative work style with demonstrated ability to contribute effectively in team environments
• Self-directed professional capable of independent problem resolution and proactive issue identification
• Strong organizational and time management capabilities to prioritize and execute multiple concurrent initiatives
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) or equivalent productivity applications
Bonus if you meet the following criteria as well:
• Previous experience in B2B customer support or SaaS platform environments
• Proficiency with ticketing systems and reporting tools such as Zendesk, ServiceCloud, ServiceNow, or comparable platforms
Why us?
Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software.
A collection of over 377,000 minds building the future one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need. Bring your curiosity and creativity and help us shape tomorrow!
Siemens Software. Transform the Everyday with Us
#LI-PLM
#LI-HYBRID
#SWSaaS
#LI-EW1
You'll Benefit From
Siemens offers a variety of health and wellness benefits to our employees. Details regarding our benefits can be found here: https://www.benefitsquickstart.com/siemens/index.html
The pay range for this position is 90,000 - 162,000 annually with a target incentive of 3-5 of the base salary. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and premium geographic location.
Equal Employment Opportunity Statement
Siemens is an Equal Opportunity Employer encouraging inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.
EEO is the Law
Applicants and employees are protected from discrimination on the basis of race, color, religion, sex, national origin, or any characteristic protected by Federal or other applicable law.
Reasonable Accommodations
If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form by clicking on this link Accommodation for disability form. If you're unable to complete the form, you can reach out to our AskHR team for support at 1-866-743-6367. Please note our AskHR representatives do not have visibility of application or interview status.
Pay Transparency
Siemens follows Pay Transparency laws.
California Privacy Notice
California residents have the right to receive additional notices about their personal information. To learn more, click here.
Criminal History
Qualified applications with arrest or conviction records will be considered for employment in accordance with applicable local and state laws.
Apply Now
Apply Now
492744
Posted since
27-Jan-2026
Organization
Digital Industries
Field of work
Customer Services
Company
Siemens Industry Software Inc.
Experience level
Experienced Professional
Job type
Full-time
Work mode
Remote only
Employment type
Permanent
Location(s)
• Austin - - United States of America
• Chicago - - United States of America
• Costa Mesa - - United States of America
• El Segundo - - United States of America
• Fremont - - United States of America
• Pasadena - - United States of America
• San Diego - - United States of America
• Santa Clara - - United States of America
Who is Supplyframe?
Acquired by Siemens AG in 2021, Supplyframe is the leading Design-to-Source Intelligence platform for the global electronics value chain, with solutions that interpret billions of intent, demand, supply and risk signals to deliver insights through the design-to-market product lifecycle. A community of over 10 million engineering and supply chain professionals engage with our search, media, and SaaS solutions to optimize in excess of $120 billion in annual direct materials spend. Supplyframe is headquartered in Pasadena, California, with additional offices in Texas, Germany, United Kingdom, Serbia, and China.
Do you have a passion for helping others? Then Supplyframe may be looking for you!
Supplyframe is seeking an experienced SaaS Customer Support Level 2 professional to join our expanding North American operations team. This role combines direct customer engagement with strategic leadership responsibilities, supporting our growing client base in maximizing product value while mentoring junior team members and cross-functional colleagues. As a primary customer liaison, you will be accountable for relationship management, customer satisfaction metrics (CSAT), and overall client success outcomes. Beyond customer-facing activities, you will drive operational excellence through process optimization initiatives, business performance analytics, and end-to-end management of critical customer incidents. The ideal candidate brings proven customer service expertise, demonstrated experience implementing industry-leading support methodologies, and a solutions-oriented mindset. This position offers an excellent opportunity for a results-driven professional to contribute to a high-performing, collaborative team environment.
What will I be doing?
• Deliver exceptional technical support to clients through multiple channels including chat, email, phone, and screen sharing capabilities
• Serve as technical consultant providing strategic guidance and subject matter expertise to leadership, internal stakeholders, and customers
• Conduct product training sessions and technical presentations for customers on Supplyframe's software solutions
• Act as customer advocate by capturing user feedback and translating business requirements to Product and Engineering teams
• Collaborate cross-functionally with internal teams to investigate and resolve complex customer technical issues
• Diagnose software defects and manage escalation processes to ensure timely issue resolution
• Participate in software development lifecycle activities including design reviews, testing protocols, and quality assurance processes
We'd love to hear from you if you possess the following:
• Bachelor's degree in Computer Science, Engineering, or equivalent technical discipline with relevant industry experience
• Minimum 3-5 years of progressive experience in technical support or SaaS customer success roles with 24x5 or 24x7 operational exposure
• Professional proficiency in English for business communications
• Demonstrated experience in project leadership, resource management, and cross-functional team management
• Exceptional written and verbal communication skills with stakeholders at all organizational levels
• Proven ability to translate complex technical concepts into clear, actionable guidance for diverse audiences
• Professional demeanor with strong interpersonal skills and customer-centric approach
• Analytical problem-solving mindset with genuine commitment to customer success and satisfaction
• Collaborative work style with demonstrated ability to contribute effectively in team environments
• Self-directed professional capable of independent problem resolution and proactive issue identification
• Strong organizational and time management capabilities to prioritize and execute multiple concurrent initiatives
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) or equivalent productivity applications
Bonus if you meet the following criteria as well:
• Previous experience in B2B customer support or SaaS platform environments
• Proficiency with ticketing systems and reporting tools such as Zendesk, ServiceCloud, ServiceNow, or comparable platforms
Why us?
Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software.
A collection of over 377,000 minds building the future one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need. Bring your curiosity and creativity and help us shape tomorrow!
Siemens Software. Transform the Everyday with Us
#LI-PLM
#LI-HYBRID
#SWSaaS
#LI-EW1
You'll Benefit From
Siemens offers a variety of health and wellness benefits to our employees. Details regarding our benefits can be found here: https://www.benefitsquickstart.com/siemens/index.html
The pay range for this position is 90,000 - 162,000 annually with a target incentive of 3-5 of the base salary. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and premium geographic location.
Equal Employment Opportunity Statement
Siemens is an Equal Opportunity Employer encouraging inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.
EEO is the Law
Applicants and employees are protected from discrimination on the basis of race, color, religion, sex, national origin, or any characteristic protected by Federal or other applicable law.
Reasonable Accommodations
If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form by clicking on this link Accommodation for disability form. If you're unable to complete the form, you can reach out to our AskHR team for support at 1-866-743-6367. Please note our AskHR representatives do not have visibility of application or interview status.
Pay Transparency
Siemens follows Pay Transparency laws.
California Privacy Notice
California residents have the right to receive additional notices about their personal information. To learn more, click here.
Criminal History
Qualified applications with arrest or conviction records will be considered for employment in accordance with applicable local and state laws.
Apply Now
Apply Now