ABOUT OUR CLIENT

Our client is a fast-growing SaaS company delivering cutting-edge, cloud-based solutions to streamline operations for businesses across multiple industries. With a strong focus on reliability, performance, and user experience, they are expanding their team to ensure top-tier customer support and system stability.

ABOUT THE ROLE

As a Technical Support Engineer, you’ll be the key link between customer support and DevOps, working closely with a small, agile DevOps team to diagnose, troubleshoot, and resolve technical issues. This role requires strong SQL skills to investigate and resolve system or integration issues effectively. You’ll play a crucial part in maintaining platform reliability, proactively identifying issues, and improving support processes.

KEY RESPONSIBILITIES

• Act as the secondary point of contact for technical issues, working closely with customer support.
• Diagnose and resolve system, application, and integration problems with a focus on SQL-based troubleshooting.
• Monitor system health, proactively identifying and preventing potential issues.
• Collaborate with DevOps, engineering, and product teams to resolve complex issues.
• Create and maintain troubleshooting guides, FAQs, and internal documentation.
• Assist in customer onboarding and provide technical training where needed.

ESSENTIAL SKILLS & EXPERIENCE

• Proven experience in technical support, system troubleshooting, or a similar role.
• Strong SQL skills for diagnosing and resolving issues (queries, debugging, performance tuning).
• Familiarity with APIs, web services, and integration platforms (REST, SOAP).
• Experience working with cloud platforms (Azure preferred) and system configurations.
• Strong problem-solving skills with the ability to explain technical concepts to non-technical users.
• A customer-focused mindset with excellent verbal and written communication skills.
• Ability to prioritise multiple tasks in a fast-paced environment.

DESIRABLE EXPERIENCE

•Experience with ticketing/support systems (e.g., Jira).
•Knowledge of monitoring and logging tools for troubleshooting system issues.
•Exposure to DevOps workflows and automation.