Technical Support Specialist (SaaS | SQL)

About the role

A partner company is looking for an experienced Technical Support Specialist to troubleshoot complex issues across databases, applications and infrastructure in a live SaaS environment. The role is remote and supports enterprise clients whose business-critical systems depend on reliability, performance and data accuracy. You will use SQL to investigate production issues and work with technical client stakeholders and engineering teams.

Key responsibilities

• Troubleshoot production issues across database, application and infrastructure layers in a live SaaS environment.
• Write and run SQL queries to investigate system behaviour, find data inconsistencies and support root-cause analysis.
• Identify performance bottlenecks, monitor production environments and take proactive steps to prevent escalation.
• Communicate with technical client stakeholders and escalate complex cases to engineering teams.
• Use monitoring, logging and diagnostic tools to keep business-critical systems stable.
• Improve internal processes through better documentation and sharing of troubleshooting knowledge.
• Support systems involving Azure, SQL Server.NET, Angular, remote servers and third-party integrations, including SSO, payment platforms and Power BI.

Required profile

• At least 3 years of technical support experience in a SaaS or software environment.
• Experience supporting web-based applications in production, ideally where availability and reliability are critical.
• Ability to investigate issues across databases, applications and networks with a structured approach.
• Comfortable accessing and troubleshooting remote environments via RDP and similar tools.
• Strong English communication skills and the ability to explain complex technical issues clearly.
• Self-starter who takes ownership of investigations and works independently.

Required skills

• Proven SQL skills: writing queries, investigating production data and troubleshooting database issues.
• Preferred: French and/or Spanish, and experience with .NET, IIS and Azure.
• Preferred: Level 2 or 3 support and production support experience; SAML and OAuth; Jira, SQL Profiler, monitoring and logging platforms, and Power BI.

What we offer

• Fully remote work.
• Hands-on exposure to production databases and live systems.
• Career development towards senior support, DevOps or engineering-adjacent roles.