Senior Technical Support Engineer

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Deliver L2/L3 technical assistance for DBSYNC Cloud Replication and enterprise data integration solutions.

• Foster enterprise customer relationships, address technical challenges, and ensure prompt resolution of support cases.

• Identify and resolve issues related to database connectivity, data synchronization, replication failures, performance, and integration.

• Provide support for databases, CRM platforms, ERP applications, and associated enterprise systems.

• Troubleshoot deployments in cloud-hosted, self-hosted, and on-premises environments.

• Collaborate with engineering, product, and implementation teams to tackle complex technical challenges.

• Monitor replication jobs, logs, data flows, and system performance to pinpoint root causes.

• Maintain technical documentation, knowledge base articles, and customer-oriented troubleshooting guides.

• Communicate incident updates, resolution strategies, and recommendations proactively to enterprise clients.

• Serve US-based customers during the hours of 8:00 AM–5:00 PM US Central Time.

• Coordinate with internal teams as necessary.

⛳️ Requirements

• Over 5 years of experience in technical support, software support, enterprise applications, or data integration.

• Strong practical knowledge of SQL, relational databases, database connectivity, and troubleshooting techniques.

• Familiarity with CRM and ERP systems such as Salesforce, Microsoft Dynamics 365, Microsoft Dynamics 365 Business Central, or comparable platforms.

• Understanding of data replication, synchronization, ETL/ELT processes, APIs, and integration concepts.

• Hands-on experience with cloud hosting platforms and on-premises infrastructure.

• Proven experience managing enterprise customers, handling escalations, SLAs, and critical production issues.

• Exceptional communication, analytical, problem-solving, and customer management skills.

• Capability to work independently from India while providing support to US enterprise customers during US Central Time business hours.

• Preferred: Experience with SQL Server, PostgreSQL, MySQL, Oracle, or other relational databases.

• Preferred: Familiarity with AWS, Microsoft Azure, or alternative cloud infrastructures.

• Preferred: Knowledge of REST APIs, authentication, networking, firewalls, and connectivity troubleshooting.

• Preferred: Experience with monitoring, incident management, ticketing systems, and remote troubleshooting.

• Preferred: Prior experience supporting SaaS products or enterprise data replication solutions.

🏝️ Benefits

• DBSync offers an enjoyable work environment.

• Equal opportunities for growth and advancement.

• A professional atmosphere for learning and development.

• Flexible remote work arrangements.

• Opportunity to engage with innovative data integration and data warehousing products.