Hybrid Tier 2 Support Specialist: SQL & Product Expert

PracticeTek; San Marcos (TX); Hybrid; USD 34,000 - 37,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

Paid time off

401(k) with company match

Job summary

PracticeTek’s Magic Touch team in San Marcos, CA is seeking a Customer Support Specialist II to address Tier2 inquiries, troubleshoot data issues with SQL, and mentor Tier1 staff in a hybrid office schedule (3 days in person). You’ll collaborate across product and engineering to deliver timely, accurate resolutions for dental-lab customers using our practice-management software.

The ideal candidate has 3–4 years in technical support or SaaS, strong SQL query skills, and experience with

Qualifications

• Bachelor’s degree preferred; strong technical support background required.
• 3–4 years in technical support or help desk, with SaaS experience.
• 2–3 years of CRM or ticketing software experience.
• 2 years of Microsoft Windows Server OS experience.
• 2 years of SQL query writing and troubleshooting.

Responsibilities

• Manage Tier2 tickets via phone, chat, and email, ensuring timely resolutions.
• Escalate complex issues to Tier3 with full context and documentation.
• Provide clear communication and professional customer experiences.
• Collaborate with product and engineering to improve workflows.
• Deliver training to staff and customers to support knowledge transfer.

Skills

SQL query writing

CRM software

SaaS knowledge

Customer service

Education

Bachelor’s (Preferred)

Tools

Windows Server

IIS

SSL certificates

Job description

PracticeTek’s Magic Touch team in San Marcos, CA is seeking a Customer Support Specialist II to address Tier2 inquiries, troubleshoot data issues with SQL, and mentor Tier1 staff in a hybrid office schedule (3 days in person). You’ll collaborate across product and engineering to deliver timely, accurate resolutions for dental-lab customers using our practice-management software.

The ideal candidate has 3–4 years in technical support or SaaS, strong SQL query skills, and experience with