Technical Support Engineer SaaS

We are looking for a Technical Support Engineer SaaS with 13 years of practical experience in

Technical Support, Application Support, SaaS Support, Software Support, or a similar technical role.

The ideal candidate should have a strong technical foundation and hands-on experience in

troubleshooting software applications, investigating database-related issues, analysing system behaviour,

and supporting customers. The role requires practical working knowledge of SQL/MySQL, an

understanding of PHP or another programming/scripting language, and familiarity with web

technologies and SaaS applications.

The candidate should be able to independently investigate technical issues, identify possible root causes,

reproduce problems, validate application data, and provide clear findings before escalating complex

issues to the development team. Candidates should also be comfortable using AI tools such as

ChatGPT, Claude, or similar platforms to support troubleshooting, research, SQL query preparation,

code understanding, documentation, and day-to-day productivity.

Roles & Responsibilities

Act as the first point of contact for customers reporting product, application, or technical issues.

Handle customer queries through email and ticketing systems in a professional and timely

manner.

Investigate and troubleshoot issues related to SaaS applications, databases, user accounts,

workflows, integrations, and system functionality.

Analyse reported issues and identify possible root causes before escalating them to the

development team.

Use SQL/MySQL queries to investigate data-related issues, validate records, and identify

inconsistencies.

Perform basic database troubleshooting and data verification.

Reproduce customer-reported issues in test or staging environments and document the findings

clearly.

Review application behaviour, logs, database records, and related technical information during

investigations.

Understand existing code or scripts sufficiently to support basic investigation and troubleshooting.

Escalate complex technical issues to developers with complete findings, reproduction steps,

supporting data, and relevant evidence.

Coordinate with development and product teams to track bugs, fixes, enhancements, and

customer feedback.

Test bug fixes and application changes before confirming resolution.

Track and manage support tickets according to SLA requirements and internal priorities.

Maintain clear communication with customers and internal teams throughout the resolution

process.

Create and update FAQs, troubleshooting guides, technical documentation, and knowledge-base

articles.

Use AI tools effectively for troubleshooting, SQL queries, code analysis, research,

documentation, and technical workflows.

Continuously improve technical knowledge of the product, database, application architecture, and

support processes.

Required Skills & Qualifications

Bachelor's degree in Computer Science, Information Technology, Computer Applications,

Engineering, or a related technical field.

13 years of hands-on experience in Technical Support, Application Support, SaaS Support,

Software Support, Production Support, or a similar technical role.

Practical experience troubleshooting software or web-based applications.

Good working knowledge of SQL and MySQL.

Basic working knowledge of PHP or another programming/scripting language.

Ticketing and project-management tools such as Freshdesk, ClickUp, or similar platforms

Good understanding of web application concepts and technologies.

Strong analytical, logical, and problem-solving skills.

Ability to investigate issues independently before escalating them to the development team.

Ability to understand technical problems and communicate findings clearly to both technical and

non-technical users.

Good written and verbal communication skills.

Good attention to detail and ability to manage multiple support requests.

Experience working with ticketing or task-management systems.

Effective use of AI tools for troubleshooting, research, documentation, SQL queries, and technical

workflows.

Strong sense of ownership and responsibility for issues through to resolution.

Why Join Us

Build your career in the SaaS industry.

Gain hands-on experience supporting real-world software applications and databases.

Work regularly with SQL, MySQL, PHP, and technical troubleshooting.

Develop practical experience in application investigation and root-cause analysis.

Work closely with development, product, and customer-facing teams.

Gain practical experience using AI within technical support and investigation workflows.

Develop skills that can lead to future opportunities in Technical Support Engineering, Application

Support, QA, Development, Database Support, or related technical roles.

Work in .