About the Role
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.
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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.
