SQL Support Engineer: Platform Diagnostics & Escalation

Giacom; Nelson; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

25 days annual leave

Birthday off

Pension plan

Complimentary refreshments in offices

Job summary

Giacom is a leading provider connecting tech resellers with IT, Comms and Cloud products in the UK. The Software Support Engineer role focuses on delivering excellent customer service by resolving and escalating technical and procedural issues through Zendesk, phone, email and live chat.

You will manage multiple incidents, maintain clear communication, and uphold high professional standards. You will diagnose software and system issues, use SQL skills and SSMS, and work with partners to ensure

Qualifications

• Strong understanding of SQL and ability to write and troubleshoot queries.
• Experience with Microsoft SQL Server Management Studio (SSMS).
• Proven ability to diagnose and resolve software and system issues.
• Excellent communication skills to explain technical information to technical and non-technical users.
• Ability to prioritise and manage multiple incidents in a fast-paced setting.

Responsibilities

• Act as a trusted representative of the Support team and promote collaboration.
• Provide timely technical and procedural support via Zendesk, phones, emails, and live chat.
• Take ownership of support cases and ensure diagnosis, resolution, or escalation within SLA.
• Maintain professional communication with partners to ensure positive support experience.

Skills

SQL

SSMS

Software troubleshooting

Communication skills

Incident management

Job description

Giacom is a leading provider connecting tech resellers with IT, Comms and Cloud products in the UK. The Software Support Engineer role focuses on delivering excellent customer service by resolving and escalating technical and procedural issues through Zendesk, phone, email and live chat.

You will manage multiple incidents, maintain clear communication, and uphold high professional standards. You will diagnose software and system issues, use SQL skills and SSMS, and work with partners to ensure