Remote SaaS Support Engineer (SQL & Jira)

Twenty5; Poland; Remote; PLN 27,916 - 43,868; Full time

Job summary

Twenty5 is seeking a Technical Support Engineer for SaaS applications who can work fully remotely. The role focuses on handling customer inquiries, diagnosing issues with SQL queries, and delivering high quality support across email and phone channels.

You will contribute to knowledge base enrichment and ensure consistent SLA performance. The ideal candidate has 3–5 years of experience, is proactive, and comfortable with US EST hours in a remote setup.

Qualifications

• 3–5 years of hands-on product support experience in a SaaS environment.
• Proficiency with Jira and Zendesk or similar support tools.
• Solid working knowledge of SQL and database querying.
• Excellent written and verbal communication with a customer-first mindset.

Responsibilities

• Manage and resolve support tickets via email and phone with timely, accurate responses.
• Diagnose and troubleshoot issues, querying databases to investigate problems.
• Escalate complex cases with well-documented findings to senior team members.
• Maintain self-service resources including FAQs and user guides.
• Log and update cases using Jira or equivalent tools; coordinate with internal teams.
• Meet SLA targets and maintain customer satisfaction.

Skills

SQL

Customer communication

Self-driven

Remote work

Problem solving

Tools

Jira

Zendesk

Confluence

Job description

Twenty5 is seeking a Technical Support Engineer for SaaS applications who can work fully remotely. The role focuses on handling customer inquiries, diagnosing issues with SQL queries, and delivering high quality support across email and phone channels.

You will contribute to knowledge base enrichment and ensure consistent SLA performance. The ideal candidate has 3–5 years of experience, is proactive, and comfortable with US EST hours in a remote setup.