Production Support Engineer (SQL)

TL;DR

Production Support Engineer (SQL): Resolving technical incidents and troubleshooting SaaS platform issues with an accent on SQL scripting and relational database management. Focus on maintaining high client satisfaction, identifying bugs, and ensuring SLA targets are met while aligning with EST business hours.

Location: Remote (Mexico Only). Candidates must work within Eastern Standard Time (EST) business hours.

Company

A market-leading SaaS provider redefining Sales Performance Management (SPM) to help organizations optimize revenue success.

What you will do

• Resolve technical problems by troubleshooting incidents, collecting logs, traces, and performing replication.
• Communicate investigation progress to clients and maintain accurate records within the CRM system.
• Collaborate with product and development teams to report bugs and contribute to product enhancements.
• Meet and support KPI targets, including SLA, QA, and resolution rates.
• Provide scheduled weekend coverage as part of an on-call rotation.

Requirements

• 2+ years of relevant technical experience.
• Proven experience working with SaaS platforms (mandatory).
• Familiarity with relational database concepts and SQL scripting.
• Knowledge of client-server architecture and experience troubleshooting web-based applications.
• English proficiency level B2 or higher.
• Ability to adjust working hours to align with Eastern Standard Time (EST).

Culture & Benefits

• Market-leading compensation package and comprehensive insurance (Medical, Dental, Vision, Life).
• Remote work flexibility within a results-driven and multicultural environment.
• Wellness programs to support health and wellbeing.
• Continuous professional development and growth opportunities.
• Annual time off provided in accordance with legislative requirements.