Technical Support Specialist (SaaS | SQL)

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.