Field Technical Support Engineer – Client Care & Solutions

Intercontinental Hotels Group; Buenos Aires; Remote; ARS 116,229,000 - 162,720,000; Full time

Benefits offered by this job

Remote work

Job summary

Intercontinental Hotels Group is seeking a Technical Support Specialist for a SaaS environment with a strong SQL focus. This remote role puts you in live production environments, diagnosing issues across database, application and infrastructure layers, with morning overlap into US Pacific Time.

You will work with Azure, SQL Server, .NET and Angular, collaborating with clients and engineering to resolve complex cases.

Qualifications

• 3+ years of technical support experience in a SaaS/software environment.
• Strong SQL skills (queries, troubleshooting, working with live data).
• Experience supporting web-based applications in production.
• Ability to troubleshoot across multiple layers (database, application, network).
• Comfortable working with remote servers / environments (RDP).
• Strong English communication skills — you’ll interact directly with clients.
• A self-starter mindset — you take initiative, don’t wait for direction.

Responsibilities

• Investigate a system issue using SQL queries and troubleshoot across the stack.
• Resolve performance bottlenecks or data inconsistencies in production.
• Monitor production environments and prevent issues before they escalate.
• Work directly with clients to troubleshoot and explain technical problems.
• Collaborate with engineering to resolve complex cases.
• During quieter periods, monitor systems, improve documentation, and strengthen internal processes.

Skills

SQL

English communication

SaaS support

Remote servers (RDP)

Tools

Jira

RDP

Monitoring tools

SQL Profiler

Job description

Technical Support Specialist (SaaS | SQL)

Buenos Aires World Tech Recruiting

Hoy

Job Description

This is a remote position.

Please Note that Working Hours are 1 2 PM–9 PM US Pacific Time (overnight hours for candidates in regions such as Africa and the Middle East).

Our client is a well-established B2B SaaS company powering complex, real-world operations across industries like hospitality, travel, and workforce logistics. Their platform supports enterprise clients running 24/7 operations—where performance, reliability, and precision truly matter.

This is not a typical support role. You’ll be working directly in live production environments, solving meaningful technical challenges and gaining deep exposure to how large-scale SaaS platforms actually operate.

Why this role stands out

• Work hands-on with production databases and live systems
• Move beyond basic support into technical troubleshooting and problem-solving
• Gain exposure to a full Microsoft stack: Azure, SQL Server, .NET, Angular
• Partner with technical client stakeholders (not just end users)
• Join a lean, high-impact team where autonomy and ownership are valued
• Build a strong foundation for growth into senior support, DevOps, or engineering‑adjacent roles

What you’ll be doing

You’ll sit at the intersection of client support and technical operations, diagnosing and resolving issues across database, application, and infrastructure layers.

On any given day, you might:

• Investigate a system issue using SQL queries
• Resolve performance bottlenecks or data inconsistencies
• Monitor production environments and prevent issues before they elevate
• Work directly with clients to troubleshoot and explain technical problems
• Collaborate with engineering to resolve complex cases

During quieter periods, you’ll proactively monitor systems, improve documentation, and help strengthen internal processes.

Tech environment

• Cloud: Azure
• Database: SQL Server
• Backend: .NET
• Frontend: Angular
• Tools: Jira, RDP, monitoring/logging tools, SQL Profiler (and similar)
• Integrations: SSO, payment systems, reporting tools (Power BI)

Requirements

• 3+ years of technical support experience in a SaaS/software environment (non-negotiable)
• Strong SQL skills (queries, troubleshooting, working with live data)
• Experience supporting web-based applications in production
• Ability to troubleshoot across multiple layers (database, application, network)
• Comfortable working with remote servers / environments (RDP)
• Strong English communication skills —you’ll interact directly with clients
• A self-starter mindset —you take initiative, don’t wait for direction

Nice to have

• French and/or Spanish language skills
• Experience with Microsoft stack (.NET, IIS, Azure)
• Exposure to L2/L3 or production support environments
• Familiarity with SSO (SAML/OAuth)
• Experience working in distributed, remote teams

Benefits

Why apply? If you’re looking to level up from traditional support into a more technical, high-impact role, this is an opportunity to build real depth in systems, databases, and production environments—while working with a collaborative, no‑politics team.