Technical Support Specialist (SaaS | SQL)

Role Overview

Accountabilities

• Investigate and resolve technical problems across database, application, and infrastructure layers in a live SaaS environment.
• Write and execute SQL queries to investigate system behavior, identify data inconsistencies, troubleshoot incidents, and support root-cause analysis.
• Identify performance bottlenecks, monitor production environments, and take proactive steps to prevent issues from escalating.
• Communicate directly with technical client stakeholders to understand issues, explain findings, and coordinate troubleshooting activities.
• Escalate complex cases, provide clear technical information, and work with engineers to resolve persistent or advanced issues.
• Use monitoring, logging, and diagnostic tools to identify potential problems and support stability and reliability of business-critical systems.
• Strengthen technical documentation, share troubleshooting knowledge, and contribute to more effective support workflows.
• Support systems involving Microsoft Azure, SQL Server, .NET, Angular, remote servers, and third-party integrations.
• Help troubleshoot systems involving single sign-on (SSO), payment platforms, reporting tools such as Power BI, and related technologies.

Requirements

• At least 3 years of experience in technical support within a SaaS or software environment is essential.
• Proven ability to write SQL queries, investigate production data, troubleshoot database issues, and work confidently with live systems.
• Experience supporting web-based applications in production environments, ideally where availability and reliability are critical.
• Ability to investigate technical issues across databases, applications, and networks using a structured approach to identify root causes.
• Comfortable accessing and troubleshooting remote environments using Remote Desktop Protocol (RDP) and similar tools.
• Strong English communication skills and ability to explain complex technical issues clearly to clients and internal teams.
• Self-starter who takes responsibility for investigations, works independently, and proactively identifies opportunities to resolve or prevent problems.

Preferred Qualifications

• French and/or Spanish language skills.
• Experience with Microsoft technologies such as .NET, IIS, and Azure.
• Exposure to Level 2 (L2) or Level 3 (L3) support and production support operations.
• Familiarity with single sign-on protocols and technologies, including SAML and OAuth.
• Experience collaborating with distributed teams in a remote working environment.
• Familiarity with tools such as Jira, SQL Profiler, monitoring and logging platforms, and reporting solutions such as Power BI.

Benefits

• Fully remote work while collaborating with clients and colleagues in a distributed environment.
• Hands-on technical experience with production databases, live systems, and complex technical troubleshooting.
• Broad technology exposure across Azure, SQL Server, .NET, Angular, and enterprise integrations.
• Career development opportunities toward senior support, DevOps, or engineering-adjacent roles.
• Meaningful problem-solving beyond basic support tasks, investigating root causes and improving performance.
• Cross-functional collaboration with technical client stakeholders and engineering teams.
• Autonomy and ownership within a lean, collaborative team.
• Contribute to better documentation, monitoring practices, and internal support processes.

Application Notes

• Jobgether uses an AI-powered matching process to review applications against the role's core requirements.
• The shortlist is shared directly with the hiring company, which manages final decisions and next steps.
• Jobgether processes applicant personal data to evaluate candidacy and share relevant information with the hiring employer.