SaaS Tech - Software Support Engineer

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Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proficient in English and Spanish.
• Proficiency in SQL and experience working with relational databases (e.g., MySQL, PostgreSQL, SQL Server).
• Familiarity with scripting with Python and Bash.
• Knowledge of Linux and Linux environments.
• Strong troubleshooting skills and ability to analyze complex technical issues.
• Ability to work independently and as part of a team in a fast-paced environment.
• Excellent verbal and written communication skills.
• Excellent organization skills.
• Strong customer service orientation.

Responsibilities:

• Respond to customer inquiries via support portal and email, providing timely and accurate solutions.
• Conduct root cause analysis to identify and resolve recurring issues.
• Utilize SQL to query and analyze database information for troubleshooting purposes.
• Collaborate with engineering and client facing teams to escalate and resolve complex issues.
• Arrange and attend virtual meetings with clients, client teams, and engineering to resolve complex technical issues.
• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Provide training and support to customers on product features and functionalities.
• Monitor system performance and provide feedback for product improvements.
• Assist in the onboarding of new clients and provide ongoing support as needed.