Enterprise SaaS Support Analyst with SQL Skills

Speria; Atlanta (GA); On-site; USD 60,000 - 90,000; Full time

Job summary

Speria is seeking a customer-focused Support Analyst to join our Global Support team in Atlanta. You will help enterprise software customers resolve technical issues, communicate throughout the support process, and maximize product value.

This role suits someone who enjoys solving problems and taking ownership of the customer experience. You will build expertise across products, work with cross-functional teams, and contribute to knowledge bases while supporting post-go-live stabilization.

Qualifications

• Experience supporting customers in a B2B software, SaaS, enterprise application, or similarly technical environment.
• Experience working with support tickets and a ticketing platform.
• Working knowledge of SQL, including the ability to read and understand queries or data logic.
• Strong written and spoken English communication skills.
• Strong troubleshooting, problem-solving, documentation, and customer communication skills.
• A high level of ownership, curiosity, follow-through, and comfort collaborating across teams.

Responsibilities

• Provide Level 1 and Level 2 support, including diagnosis, resolution, escalation, and customer communication.
• Investigate application, configuration, data, and software issues using a structured troubleshooting approach.
• Read and interpret SQL to support investigation of data-related problems.
• Document support activity, troubleshooting steps, decisions, and resolutions in the designated support system.
• Communicate clear status updates, next steps, and expected resolution timelines to customers.
• Partner with Development, Projects, and other technical teams to investigate defects and complex issues.
• Support customers during post-go-live hypercare and help stabilize new implementations.
• Create and improve knowledge articles, troubleshooting guides, support documentation, and standard processes.
• Identify recurring issues and contribute to product, process, and application-reliability improvements.
• Develop deeper expertise in the products and modules used by assigned customers.
• Share knowledge with teammates and provide training or guidance when appropriate.

Skills

B2B software support

SQL

Ticketing systems

English communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

Zendesk

Azure DevOps

Microsoft 365

Job description

Speria is seeking a customer-focused Support Analyst to join our Global Support team in Atlanta. You will help enterprise software customers resolve technical issues, communicate throughout the support process, and maximize product value.

This role suits someone who enjoys solving problems and taking ownership of the customer experience. You will build expertise across products, work with cross-functional teams, and contribute to knowledge bases while supporting post-go-live stabilization.