SaaS Support Specialist – Pharmacy & Supply Chain Compliance
On-siteFarmington Hills, Michigan, United States
Job Summary
Own OneScan Pharmacy Pro support tickets from assignment through resolution, investigating SaaS, application, and supplier data issues using ticket history and internal systems. Manage stalled tickets by identifying blockers, maintaining clear notes and statuses, and providing professional written updates to customers and suppliers. Support standard onboarding workflows, track progress, and escalate complex technical problems with findings and recommended next steps. Identify recurring patterns to drive process improvements and contribute to knowledge base updates. Full-time, in-office role in Farmington Hills, Michigan, 11am–7pm ET. Requires strong written English and professional Spanish (ILR Level 3) to support occasional verbal and written communication with Spanish-speaking stakeholders.
Required Qualifications
- Full professional proficiency in spoken and written English
- Professional working proficiency in spoken and written Spanish, equivalent to ILR Level 3
- 3+ years of experience in SaaS support, application support, technical support, software support, healthcare/pharmacy support, or a similar customer-facing support environment
- Experience investigating customer support issues using available systems, documentation, ticket history, and structured troubleshooting
- Ability to explain technical findings clearly to customers and internal teams
- Strong written communication skills, including clear ticket notes and professional customer updates
- Experience managing a ticket queue or high-volume support workload
- Comfort working with file, data, customer account, supplier workflow, or application support issues
- Strong analytical problem-solving skills and curiosity to understand why issues are occurring
- Ability to research independently before escalating, while knowing when help or a decision is needed
- Strong ownership, follow-up discipline, and attention to detail
- Ability to learn pharmaceutical compliance, supplier data workflows, DSCSA, EPCIS, and OneScan Pharmacy Pro
- Ability to work in office 5 days per week in Farmington Hills, Michigan
- Must be authorized to work in the United States
Desired Qualifications
- 4 to 6 years of experience in SaaS, application, technical, or software support
- Experience with SQL, database tools, data validation, or structured data investigation
- Experience troubleshooting file, data, integration, or supplier workflow issues
- Familiarity with healthcare, pharmacy, life sciences, pharmaceutical compliance, or another regulated industry
- Exposure to DSCSA, EPCIS, serialization, pharmacy compliance, or pharmaceutical supply chain workflows
- Experience with Freshdesk, Zendesk, Salesforce, ServiceNow, or another ticketing/knowledge base platform
- Experience using Jira, HubSpot, Power BI, or similar operational tools
- Exposure to APIs, SFTP, AS2, EDI, XML, JSON, CSV, or related integration/data exchange concepts
- Interest in reporting, business intelligence, operational dashboards, or support analytics
- Experience improving knowledge base content, support templates, or internal process documentation
- Bachelor's degree preferred, but equivalent hands-on experience in SaaS support, technical support, application support, healthcare/pharmacy support, or data-focused support roles will be considered
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