Application Support / SQL - (12 Month Maternity-leave Contract)

United States Digital Space LLC; United States; Hybrid; USD 28,000 - 37,000; Full time

Benefits offered by this job

Health coverage

PTO & holidays

Volunteer days

Ignite learning days

Remote & hybrid options

Job summary

United States Digital Space LLC is seeking a Technical Analyst I to join the Technical Support team, helping customers successfully adopt our SaaS and on-premises solutions.

You will investigate issues, provide timely resolutions, and collaborate with Product, Engineering, and support teams to maximize value and deliver exceptional customer experiences. This role offers exposure to a broad range of technologies and a path for growth.

Qualifications

• 1+ years of experience supporting software applications, SaaS platforms, or customer-facing technical environments.
• Knowledge of relational databases and SQL fundamentals.
• Familiarity with client-server architecture and web-based application troubleshooting.

Responsibilities

• Investigate and resolve technical issues by analyzing customer-reported problems, reviewing logs, gathering diagnostic information, and reproducing issues.
• Communicate clearly with customers regarding issue status, troubleshooting steps, resolution plans, and next actions.
• Maintain accurate case documentation and customer records within CRM and support systems.
• Utilize support tools, knowledge resources, and established processes to manage cases efficiently.
• Collaborate with Product, Engineering, and internal teams to escalate issues and support resolution efforts.
• Share product knowledge and best practices to improve solution utilization and business outcomes.
• Contribute to service-level objectives by supporting key performance metrics such as response times and resolution targets.
• Participate in on-call and weekend support rotations as required.

Skills

SQL

Troubleshooting

Analytical thinking

Communication

Customer support

Tools

CRM software

Logs analysis

Job description

At the company, we’re not just transforming the Sales Performance Management (SPM) market—we’re redefining how organizations achieve revenue success. Our cutting-edge SaaS solutions empower revenue leaders globally to design smarter go-to-market strategies, maximize seller performance, and unlock untapped potential. the company stands at the forefront of innovation, celebrated as a market leader in the 2025 Forrester Wave Report for SPM, 2023 Ventana Research Revenue Performance Management (RPM) Value Index, Gartner Peer Insights, 2024 Gartner SPM Market Guide, and G2. Our solutions are trusted by a diverse range of global industry leaders like T-Mobile, ServiceNow, Wawanesa Bank, Shaw Industries, Moody's, Stryker and hundreds more. Here’s why you’ll thrive at the company:

• Innovate with Purpose: Build impactful solutions for customers worldwide.
• Join Excellence: Work in a diverse, collaborative, and innovative team.
• Shape the Future: Lead in redefining revenue optimization.
• Grow Together: Unlock your potential in a supportive environment.

Join us at the company—where your talent and ambition meet limitless opportunities for success!

Important: This role is listed as a 12 month contract.

Summary of the Role and Team

As a Technical Analyst I, you will join the company's Technical Support team, a customer-facing organization responsible for helping customers successfully use and adopt the company's SaaS and on-premises solutions.

Working closely with customers, Product, Engineering, and internal support teams, you will investigate technical issues, provide timely resolutions, and help customers maximize the value of their the company solutions. This role offers exposure to a broad range of technologies and is ideal for someone who enjoys problem-solving, troubleshooting, and delivering exceptional customer experiences.

What You Will Be Doing

• Investigate and resolve technical issues by analyzing customer-reported problems, reviewing logs, gathering diagnostic information, and reproducing issues
• Communicate clearly with customers regarding issue status, troubleshooting steps, resolution plans, and next actions
• Maintain accurate case documentation and customer records within CRM and support systems
• Utilize support tools, knowledge resources, and established processes to manage cases efficiently
• Collaborate with Product, Engineering, and internal teams to **escalate** issues and support resolution efforts
• Share product knowledge and best practices that help customers improve solution utilization and business outcomes
• Contribute to service-level objectives by supporting key performance metrics such as response times, resolution targets, and quality standards
• Participate in on-call and weekend support rotations as required

What You Bring

• 1+ years of experience supporting software applications, SaaS platforms, or customer-facing technical environments
• Knowledge of relational databases and SQL fundamentals
• Familiarity with client-server architecture and web-based application troubleshooting
• Strong analytical and problem-solving skills with the ability to investigate technical issues systematically
• Ability to communicate technical concepts clearly to both technical and non-technical audiences
• Experience documenting troubleshooting activities, findings, and resolutions
• Ability to collaborate effectively with cross-functional teams and stakeholders
• Ability to manage multiple priorities while delivering a high-quality customer experience

Success Outcomes

First 30 Days

• Complete onboarding and develop a working understanding of the company products, support processes, and troubleshooting methodologies
• Become familiar with support tools, knowledge resources, escalation paths, and case management practices
• Begin contributing to customer cases while demonstrating strong documentation and communication skills

Within 60 Days

• Resolve common customer issues across the company products with guidance from peers and senior team members
• Demonstrate proficiency using support tools and established troubleshooting processesMaintain accurate customer communications and case records while meeting team quality standards

Within 90 Days

• Independently manage a broad range of customer support issues and investigations
• Resolve issues within expected service levels while effectively collaborating with internal stakeholders when escalation is required
• Demonstrate the ability to troubleshoot complex issues, identify root causes, and communicate resolutions effectively
• Consistently contribute to customer satisfaction, support quality, and operational performance objectives

Overview of Benefits:

• Health & Wellness — Comprehensive medical, dental, and vision coverage, tailored to your local needs
• Time Off — PTO and public holidays to rest, recharge, and do what matters most
• Volunteer Days — Dedicated time to give back and support the communities that matter to you
• Ignite Days — Dedicated learning days to support continuous growth, skill development, and professional learning
• Financial — Compensation that reflects your market and your value
• Tuition Assistance — Invest in your growth with support for continuing education and professional development
• Flexibility — Work where you thrive — remote and hybrid options available across most regions

For this role, the estimated annual base salary range is between 127,000.00 - 166,700.00 RON. In addition to base salary, our compensation package may include bonuses, commissions for eligible sales roles, and a comprehensive benefits package. The actual base salary will vary based on factors including individual qualifications and market data, as objectively assessed during the interview process.

This posting is for an existing vacancy.

This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement — not replace — human decision-making.

the company is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email [e-mail]

the company is also committed to compliance with all fair employment practices regarding citizenship and immigration status. By applying for a position at the company and/or by using this portal, you declare and confirm that you have read and agree to our Job Applicant Privacy Notice and that the information provided by you as part of your application is true and complete and includes no misrepresentation or material omission of fact