Junior Support Engineer, SaaS (SQL & AWS)
Overview
You will own second-tier technical support for Allego, resolving escalated incidents from the Customer Success Team at a B2B SaaS scale. You will investigate issues using SQL queries, log analysis, and data review, acting as the bridge between product functionality and customer needs. Collaborating with Product Managers, Developers, and DevOps, you will isolate bugs, document solutions, and enhance product usage. This role offers direct impact on customer satisfaction and product improvement, with a remote-first team and growth potential.
What You'll Do8
- 1Investigate support incidents escalated from the internal Customer Success Team, gathering and documenting data to clarify reported problems.
- 2Reproduce or isolate potential culprits through log analysis, data review, and testing in development environments, working directly with external customers when needed.
- 3Use SQL to query relational databases and analyze system behavior for root cause identification.
- 4Identify gaps in Customer Success knowledge and close them by escalating to responsible parties and creating documentation for common issues.
- 5Advise Product Managers, developers, and Customer Success on product capabilities and best practices based on customer insights.
- 6Act as a customer advocate by submitting and tracking bug remediation or functional enhancement requests on their behalf.
- 7Develop and maintain knowledge base articles and technical documentation to support internal teams and customers.
- 8Partner with AWS cloud services to troubleshoot environment-specific issues and optimize performance.
Requirements6
- 12+ years of experience in technical support, help desk, or SaaS operations, or a Bachelor's degree or certification in a related field.
- 2Knowledge of relational databases and understanding of SQL queries and data manipulation.
- 3Familiarity with cloud services, with AWS as a strong plus.
- 4Ability to write clear documentation based on information from software developers, tailored for Customer Success and customers.
- 5Ability to work independently as part of a largely remote team.
- 6Experience with ticketing systems or CRM tools is a plus.
Salary Insight
$55 - $65k per year
Location
Required Skills
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