Technical Support Analyst - Bilingual English - Spanish (SaaS)

TL;DR

Technical Support Analyst (SaaS): Providing technical and user support for a supply chain planning platform with an accent on SQL querying, database analysis, and client system implementation. Focus on debugging background processes, optimizing client databases, and resolving complex technical issues via ticketing systems.

Location: Remote (Mexico)

Company

A fast-growing SaaS company providing cutting-edge supply chain planning solutions, including forecasting, demand planning, and replenishment.

What you will do

• Provide technical and user support to clients and manage the escalation process.
• Write complex SQL queries to report, analyze client databases, and debug technical issues.
• Develop batch scripts to support and troubleshoot software background processes.
• Assist with the building and implementation of new client systems utilizing the SaaS solution.
• Document all client communication and resolutions using a professional ticketing system.
• Participate in the after-hours support rotation.

Requirements

• Bachelor’s degree in Computer Science, Statistics, Supply Chain Management, or a similar field.
• 3+ years of experience with SQL, specifically writing complex MS SQL queries.
• Fluency in Spanish (Bilingual English-Spanish).
• Proficiency in MS Excel, including pivot tables and data import.
• Knowledge of IIS and file transfer protocols (FTP).

Nice to have

• Experience with the Atlassian suite of products.
• Prior experience in Supply Chain Planning or Inventory Management.

Culture & Benefits

• Free Medical, Dental, and Vision insurance for individuals.
• 401(k) match.
• Unlimited PTO.
• Collaborative, fun, and team-oriented remote work environment.