SaaS Implementation & Technical Support Specialist

About the role

Smart Wedge Ltd (SWL) is a software technology consulting company focused on custom software development and intelligent business applications, including web applications, mobile platforms and cloud solutions. It is hiring a full-time, on-site SaaS Implementation & Technical Support Specialist in Lagos. The role manages end-to-end implementation of SWL's SaaS solutions, including requirements gathering, configuration, testing and user onboarding, while providing technical support to clients.

Key responsibilities

• Manage end-to-end implementation of SaaS solutions: requirements gathering, configuration, testing and user onboarding.
• Provide technical support to clients, troubleshoot application and integration issues and resolve support tickets promptly.
• Collaborate with internal product and development teams.
• Deliver user training and documentation.
• Monitor system performance and usage, and proactively improve customer satisfaction and retention.
• Maintain clear communication with clients, capture feedback for product improvement and follow structured deployment and support processes.

Required profile

• Relevant experience in technical support, implementation consulting or IT operations within a software or SaaS environment.
• Bachelor's degree in Computer Science, Information Technology, Engineering or a related field, or equivalent practical experience.
• Ability to work on-site in Lagos, manage multiple client engagements and adapt to evolving tools and processes.

Required skills

• Software implementation skills: configuration, testing and deployment of SaaS or cloud-based applications.
• Analytical skills for troubleshooting, problem-solving and interpreting customer requirements.
• Excellent communication skills for explaining technical concepts to technical and non-technical stakeholders.
• Customer service skills with a focus on responsiveness, empathy and follow-through.
• Ability to document processes, create user guides and keep accurate records of configurations and support activities.
• Working knowledge of web technologies, databases, APIs and basic networking is beneficial.