SaaS Field Technician

SaaS Field Technician focuses on owning the end-to-end onboarding process for new cloud customers.

What the role involves

• Owning the end-to-end onboarding process for new cloud customers.
• Develop and refine onboarding processes, documentation, and best practices to improve efficiency and consistency.
• Liaise across internal teams, identify process improvements, and contribute to customer retention, satisfaction, and overall cloud business growth.

Skills and requirements

• Resolve customer support issues, escalating where required, and maintaining high service standards.
• Experience in cloud-based products or SaaS environments, with a strong understanding of customer onboarding.
• Familiar with cybersecurity requirements, data protection considerations, and contractual frameworks such as MSAs and SLAs.
• Background in customer-facing roles, project coordination, or technical support is essential.

Confirmed role details

• Led pension plan that matches employee contributions up to 7%.
• Free life assurance cover at the value of four times basic annual salary.
• 25 days holiday per annum plus 8 public holidays. (There is an option to purchase an additional 5 per year).

Candidate fit

• technical judgement, safe working habits, careful diagnostics, and practical problem-solving

Additional role context

• Internal reward and recognition scheme linked to internal benefits platform.