Technical Support Specialist (SaaS | SQL)

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 Mexico. 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. Accountabilities - Troubleshoot production issues: Investigate and resolve technical problems across database, application, and infrastructure layers in a live SaaS environment. - Use SQL for diagnostics: Write and execute SQL queries to investigate system behavior, identify data inconsistencies, troubleshoot incidents, and support root-cause analysis. - Maintain system performance: Identify performance bottlenecks, monitor production environments, and take proactive steps to prevent issues from escalating. - Support enterprise clients: Communicate directly with technical client stakeholders to understand issues, explain findings, and coordinate troubleshooting activities. - Collaborate with engineering teams: Escalate complex cases, provide clear technical information, and work with engineers to investigate and resolve persistent or advanced issues.

- 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. - Improve internal processes: Strengthen technical documentation, share troubleshooting knowledge, and contribute to more effective support workflows during quieter periods. - Work across a broad technology stack: Support systems involving Microsoft Azure, SQL Server, . NET, Angular, remote servers, and third-party integrations. - 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: - Professional technical support experience: At least 3 years of experience in technical support within a SaaS or software environment is essential. - Strong SQL skills: Proven ability to write SQL queries, investigate production data, troubleshoot database issues, and work confidently with live systems. - Production application support: Experience supporting web-based applications in production environments, ideally where availability and reliability are critical. - Cross-layer troubleshooting: Ability to investigate technical issues across databases, applications, and networks, using a structured approach to identify root causes. - Remote server experience: Comfortable accessing and troubleshooting remote environments using Remote Desktop Protocol (RDP) and similar tools. - Technical communication: Strong English communication skills and the ability to explain complex technical issues clearly to clients and internal teams. - Initiative and ownership: A self-starter who takes responsibility for investigations, works independently, and proactively identifies opportunities to resolve or prevent problems. - Preferred qualifications: - French and/or Spanish language skills.