Technical Support Specialist (SaaS | SQL)

Role Overview

Accountabilities

• Investigate and resolve production issues across database, application and infrastructure layers.
• Use SQL to investigate behavior, identify data inconsistencies, troubleshoot incidents and support root-cause analysis.
• Monitor production systems, identify bottlenecks and take steps to maintain performance and prevent escalation.
• Communicate findings and coordinate troubleshooting with technical client stakeholders.
• Escalate complex cases and collaborate with engineers to resolve persistent issues.
• Use monitoring, logging and diagnostic tools to support production stability and reliability.
• Improve documentation, share troubleshooting knowledge and contribute to support workflows.
• Support systems involving Azure, SQL Server, .NET, Angular, remote servers and third-party integrations.
• Help troubleshoot SSO, payment-platform and reporting integrations, including Power BI.

Required Qualifications

• At least 3 years of technical support experience in a SaaS or software environment.
• Strong SQL skills, including querying production data and troubleshooting database issues in live systems.
• Experience supporting web applications in production environments.
• Ability to troubleshoot across databases, applications and networks and identify root causes.
• Comfort using RDP or similar tools to access and troubleshoot remote environments.
• Strong English communication and the ability to explain technical issues to clients and internal teams.
• Self-starter who takes ownership, works independently and proactively identifies solutions.

Preferred Qualifications

• French and/or Spanish language skills are preferred.
• Microsoft .NET, IIS and Azure experience; L2/L3 or production support exposure are preferred.
• Familiarity with SAML, OAuth, Jira, SQL Profiler, monitoring and logging platforms, or Power BI is preferred.
• Experience working with distributed teams remotely is preferred.

Benefits and Development

• The posting describes hands-on production troubleshooting, broad technology exposure, cross-functional collaboration and autonomy.
• Career development opportunities include progression toward senior support, DevOps or engineering-focused roles.
• Contribute to process improvements in documentation, monitoring and internal support workflows.