What are the responsibilities and job description for the Technical Support Specialist (SaaS | SQL) position at Jobgether?
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist (SaaS | SQL) based in Canada.
We are looking for an experienced Technical Support Specialist to troubleshoot complex issues across databases, applications, and infrastructure in a live SaaS environment. In this remote role, you will support enterprise clients operating business-critical systems where reliability, performance, and data accuracy are essential. You will use your SQL expertise to investigate production issues, identify root causes, and help maintain stable, high-performing services. Working closely with technical client stakeholders and engineering teams, you will go beyond traditional customer support to solve challenging technical problems. You will gain hands-on exposure to Microsoft technologies, including Azure, SQL Server, .NET, and Angular. This opportunity is ideal for a proactive problem-solver who wants to deepen their technical expertise and grow toward senior support, DevOps, or engineering-focused roles.
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Troubleshoot production issues: Investigate and resolve technical problems across database, application, and infrastructure layers in a live SaaS environment.
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Use SQL for diagnostics: Write and execute SQL queries to investigate system behavior, identify data inconsistencies, troubleshoot incidents, and support root-cause analysis.
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Maintain system performance: Identify performance bottlenecks, monitor production environments, and take proactive steps to prevent issues from escalating.
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Support enterprise clients: Communicate directly with technical client stakeholders to understand issues, explain findings, and coordinate troubleshooting activities.
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Collaborate with engineering teams: Escalate complex cases, provide clear technical information, and work with engineers to investigate and resolve persistent or advanced issues.
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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.
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Improve internal processes: Strengthen technical documentation, share troubleshooting knowledge, and contribute to more effective support workflows during quieter periods.
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Work across a broad technology stack: Support systems involving Microsoft Azure, SQL Server, .NET, Angular, remote servers, and third-party integrations.
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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:
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Professional technical support experience: At least 3 years of experience in technical support within a SaaS or software environment is essential.
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Strong SQL skills: Proven ability to write SQL queries, investigate production data, troubleshoot database issues, and work confidently with live systems.
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Production application support: Experience supporting web-based applications in production environments, ideally where availability and reliability are critical.
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Cross-layer troubleshooting: Ability to investigate technical issues across databases, applications, and networks, using a structured approach to identify root causes.
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Remote server experience: Comfortable accessing and troubleshooting remote environments using Remote Desktop Protocol (RDP) and similar tools.
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Technical communication: Strong English communication skills and the ability to explain complex technical issues clearly to clients and internal teams.
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Initiative and ownership: A self-starter who takes responsibility for investigations, works independently, and proactively identifies opportunities to resolve or prevent problems.
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Preferred qualifications:
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French and/or Spanish language skills.
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Experience with Microsoft technologies such as .NET, IIS, and Azure.
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Exposure to Level 2 (L2) or Level 3 (L3) support and production support operations.
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Familiarity with single sign-on protocols and technologies, including SAML and OAuth.
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Experience collaborating with distributed teams in a remote working environment.
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Familiarity with tools such as Jira, SQL Profiler, monitoring and logging platforms, and reporting solutions such as Power BI.
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Benefits:
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Fully remote work: Work remotely from Poland while collaborating with clients and colleagues in a distributed environment.
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Hands-on technical experience: Gain direct exposure to production databases, live systems, and complex technical troubleshooting.
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Broad technology exposure: Develop practical experience across Azure, SQL Server, .NET, Angular, and enterprise integrations.
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Career development opportunities: Build a strong technical foundation for progression into senior support, DevOps, or engineering-adjacent roles.
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Meaningful problem-solving: Move beyond basic support tasks to investigate root causes, improve performance, and contribute to system reliability.
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Cross-functional collaboration: Work directly with technical client stakeholders and engineering teams on challenging, real-world issues.
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Autonomy and ownership: Join a lean, collaborative team that values initiative, accountability, and practical contributions.
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Process improvement: Contribute to better documentation, monitoring practices, and internal support processes.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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