Technical Support Specialist – SaaS, SQL

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

📋 Description

• Identify and resolve issues across database, application, and infrastructure levels.

• Analyze system problems utilizing SQL queries.

• Address performance bottlenecks and rectify data inconsistencies.

• Supervise production environments to prevent issues before they escalate.

• Collaborate directly with clients to troubleshoot and clarify technical issues.

• Work alongside engineering teams to escalate and resolve intricate cases.

• Take proactive measures to monitor systems during less busy periods.

• Enhance documentation and reinforce internal processes.

⛳️ Requirements

• Over 3 years of technical support experience in a SaaS/software context.

• Proficient in SQL, including query writing, troubleshooting, and handling live data.

• Experience in supporting web-based applications in a production setup.

• Capability to troubleshoot across database, application, and network layers.

• Comfortable working with remote servers/environments via RDP.

• Excellent English communication skills.

• Self-motivated individual who takes the initiative.

• Proficiency in French and/or Spanish is a plus.

• Familiarity with the Microsoft stack (.NET, IIS, Azure) is advantageous.

• Experience in L2/L3 or production support environments is beneficial.

• Knowledge of SSO (SAML/OAuth) is an added advantage.

• Experience working in distributed, remote teams is a plus.

🏝️ Benefits

• Opportunity to gain expertise in systems, databases, and production environments.

• A collaborative team environment free of office politics.

• Exposure to Azure, SQL Server, .NET, Angular, Jira, RDP, monitoring/logging tools, SQL Profiler, SSO, payment systems, reporting tools, and Power BI.

• Growth potential towards senior support, DevOps, or engineering-adjacent positions.

• Autonomy and ownership within a small, high-impact team.