Technical Support Engineer (SaaS) – Entry Level / Trainee

Location: Onsite – Farmington Hills, Michigan

3-Month Training Program

About the Role

LSPedia is seeking a motivated Entry-Level Technical Support Engineer (SaaS) to join our growing team. This role is ideal for recent graduates or early-career professionals interested in software support, SaaS platforms, and technical problem-solving.

In this role, you will support LSPedia’s OneScan platform, a leading supply chain traceability and compliance solution used by pharmaceutical companies worldwide. Through hands-on training, mentorship, and real customer support experience, you will develop the technical skills needed to troubleshoot software issues, analyze system behavior, and support enterprise customers. This position includes a structured three-month training program designed to prepare you to transition into a full Technical Support Engineer role by building strong technical expertise, troubleshooting capabilities, and customer support skills.

What You’ll Do

• Learn and support LSPedia’s OneScan SaaS platform and related technologies.

• Work with Support Engineers, Account Managers, and customers to troubleshoot technical issues.

• Use Freshdesk and other ticketing tools to track and resolve customer support requests.

• Investigate software issues by analyzing system behavior, data, and configurations.

• Provide clear communication and timely updates to customers regarding issue resolution.

• Escalate complex technical issues to senior engineers when necessary.

• Document troubleshooting steps and solutions to maintain accurate support records.

• Participate in team meetings and training sessions to develop technical and product knowledge.

Basic Qualifications

• Associate or Bachelor’s degree in Engineering, Computer Science, Information Systems, Science, or a related technical field.

• Strong interest in technical troubleshooting, SaaS platforms, and software systems.

• Excellent communication and customer service skills.

• Basic understanding of XML or structured data formats.

• Familiarity with Microsoft Office tools.

• Ability to work both independently and collaboratively in a fast-paced environment.

• Strong problem-solving skills and willingness to learn.

Preferred Qualifications

• Internship or experience in technical support, IT support, or help desk roles.

• Familiarity with SaaS products, CRM systems, or ticketing platforms (Freshdesk, Zendesk, etc.).

• Basic knowledge of APIs, databases, or software troubleshooting.

• Interest in building a career in technical support engineering or software systems.

Why Join LSPedia

• Hands-on experience with enterprise SaaS technology

• Structured training and mentorship

• Opportunity to grow into a Technical Support Engineer role within months

• Work with a team supporting global pharmaceutical supply chains