Technical Support Specialist (SaaS | SQL)

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist (SaaS | SQL) based in United States.** We are looking for an experienced Technical Support Specialist to troubleshoot complex issues across databases, applications, and infrastructure in a live SaaS environment. In this remote role, you will support enterprise clients operating business-critical systems where reliability, performance, and data accuracy are essential. You will use your SQL expertise to investigate production issues, identify root causes, and help maintain stable, high-performing services. Working closely with technical client stakeholders and engineering teams, you will go beyond traditional customer support to solve challenging technical problems. You will gain hands-on exposure to Microsoft technologies, including Azure, SQL Server, .NET, and Angular. This opportunity is ideal for a proactive problem-solver who wants to deepen their technical expertise and grow toward senior support, DevOps, or engineering-focused roles. ### Accountabilities - **Troubleshoot production issues:** Investigate and resolve technical problems across database, application, and infrastructure layers in a live SaaS environment. - **Use SQL for diagnostics:** Write and execute SQL queries to investigate system behavior, identify data inconsistencies, troubleshoot incidents, and support root-cause analysis. - **Maintain system performance:** Identify performance bottlenecks, monitor production environments, and take proactive steps to prevent issues from escalating. - **Support enterprise clients:** Communicate directly with technical client stakeholders to understand issues, explain findings, and coordinate troubleshooting activities. - **Collaborate with engineering teams:** Escalate complex cases, provide clear technical information, and work with engineers to investigate and resolve persistent or advanced issues. - **Monitor and maintain production environments:** Use monitoring, logging, and diagnostic tools to identify potential problems and support the stability and reliability of business-critical systems. - **Improve internal processes:** Strengthen technical documentation, share troubleshooting knowledge, and contribute to more effective support workflows during quieter periods. - **Work across a broad technology stack:** Support systems involving Microsoft Azure, SQL Server, .NET, Angular, remote servers, and third-party integrations. - **Investigate integrations and related issues:** Help troubleshoot systems involving single sign-on (SSO), payment platforms, reporting tools such as Power BI, and related technologies. ## Requirements: - **Professional technical support experience:** At least 3 years of experience in technical support within a SaaS or software environment is essential. - **Strong SQL skills:** Proven ability to write SQL queries, investigate production data, troubleshoot database issues, and work confidently with live systems. - **Production application support:** Experience supporting web-based applications in production environments, ideally where availability and reliability are critical. - **Cross-layer troubleshooting:** Ability to investigate technical issues across databases, applications, and networks, using a structured approach to identify root causes. - **Remote server experience:** Comfortable accessing and troubleshooting remote environments using Remote Desktop Protocol (RDP) and similar tools. - **Technical communication:** Strong English communication skills and the ability to explain complex technical issues clearly to clients and internal teams. - **Initiative and ownership:** A 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:** Work remotely from Poland while collaborating with clients and colleagues in a distributed environment. - **Hands-on technical experience:** Gain direct exposure to production databases, live systems, and complex technical troubleshooting. - **Broad technology exposure:** Develop practical experience across Azure, SQL Server, .NET, Angular, and enterprise integrations. - **Career development opportunities:** Build a strong technical foundation for progression into senior support, DevOps, or engineering-adjacent roles. - **Meaningful problem-solving:** Move beyond basic support tasks to investigate root causes, improve performance, and contribute to system reliability. - **Cross-functional collaboration:** Work directly with technical client stakeholders and engineering teams on challenging, real-world issues. - **Autonomy and ownership:** Join a lean, collaborative team that values initiative, accountability, and practical contributions. - **Process improvement:** Contribute to better documentation, monitoring practices, and internal support processes.