Level 3 (Senior) Technical Support Agent

Clubspeed; Los Angeles, California (CA, MO); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Collaborative work culture

Career growth opportunities

Supportive team

Global presence

Job summary

A global SaaS provider is looking for a Senior Technical Support Agent to address high-impact technical issues in both on-premise and SaaS environments. Candidates must possess a Bachelor’s degree in IT or relevant fields, along with at least 5 years of experience in technical support. Key responsibilities include resolving complex customer issues, providing SQL Server performance support, and troubleshooting RESTful APIs. This full-time role offers the opportunity to work with a dedicated team supporting diverse clients in the experiential venues sector.

Qualifications

• 5+ years of progressive experience in technical support, systems administration, or infrastructure engineering.
• Strong Microsoft SQL Server experience with real-world performance troubleshooting.
• Experience supporting and troubleshooting RESTful APIs and system integrations.

Responsibilities

• Resolve complex customer issues across on-prem and SaaS deployments.
• Own investigations from initial triage through root cause analysis and resolution.
• Provide advanced Microsoft SQL Server support with performance analysis.

Skills

Technical support

Troubleshooting

SQL Server performance tuning

API support and integration

Education

Bachelor’s degree in IT, Computer Science, Engineering

Tools

Postman

curl

Job description

Level 3 (Senior) Technical Support Agent

Clubspeed is the leading provider of venue management software for karting, escape rooms, paintball, family entertainment centers, and other experiential venues worldwide. Delivered through the Clubspeed and Resova brands, we serve ~2,000 locations in 70+ countries. Our integrated solutions cover booking, point-of-sale (POS), membership, marketing, and customer engagement—empowering venue operators to streamline operations, grow revenue, and deliver unforgettable guest experiences.

Position Overview

The L3 (Senior) Technical Support Agent is a senior individual contributor responsible for resolving complex, high-impact technical issues across both on-premise and SaaS customer environments. This role requires advanced troubleshooting skills across databases, APIs, infrastructure, and integrated systems, along with strong ownership of escalations and cross-functional collaboration.

This role does not manage people, but serves as a technical authority, mentor, and escalation point within the support organization.

Advanced Technical Support & Escalations

• Serve as a senior escalation point for complex customer issues across on-prem and SaaS deployments
• Troubleshoot issues spanning application, API, database, operating system, network, and infrastructure layers
• Own investigations from initial triage through root cause analysis and resolution
• Provide clear, professional communication to customers during high-impact or time-sensitive incidents

SQL Server Performance & Database Support

• Provide advanced, hands‑on Microsoft SQL Server support with a focus on performance analysis and tuning
• Perform query optimization and execution plan analysis to identify inefficiencies
• Support index design, maintenance, and optimization in collaboration with Engineering
• Diagnose and assist with deadlock detection and resolution
• Identify and help resolve database‑driven performance bottlenecks affecting applications and customers
• Escalate complex database issues when deeper DBA or engineering involvement is required
• Document findings, root causes, and recommended actions

API & Integration Support

• Troubleshoot and support RESTful APIs used by customers and internal systems
• Analyze API requests and responses to diagnose performance, authentication, and data issues
• Use tools such as Postman or curl to validate API behavior
• Work with Engineering to escalate API defects and provide reproducible findings
• Assist customers with API‑related configuration, usage, and troubleshooting

Required Qualifications

• Bachelor’s degree in IT, Computer Science, Engineering, or equivalent hands‑on experience
• 5+ years of progressive experience in technical support, systems administration, or infrastructure engineering
• Proven experience supporting both on‑premise and SaaS environments
• Strong Microsoft SQL Server experience with real‑world performance troubleshooting
• Experience supporting and troubleshooting RESTful APIs and system integrations
• Advanced troubleshooting experience with Windows Server and Windows 11
• Strong working knowledge of Microsoft 365, Exchange, Azure AD, and SSO
• Solid networking fundamentals including DHCP, DNS, VLANs, firewalls, and access points
• Availability to work evenings and weekends as part of the role
• Participation in an on‑call rotation approximately every six weeks

Preferred Qualifications

• Experience supporting point‑of‑sale (POS) systems in production environments
• Hands‑on experience with Clover POS devices
• Experience with game card and amusement systems including Embed Card, Intercard, Semnox, and Amusement Connect
• Strong plus (not required): Experience supporting karting or motorsports timing systems such as MYLAPS or DeHaardt
• Relevant certifications such as Microsoft, ITIL, CompTIA, CCNA, or SQL‑related certifications

Why Join Clubspeed?

• Be part of a global SaaS leader shaping the future of experiential venues.
• Support customers who create joy and unforgettable memories for millions worldwide.
• Collaborate with passionate teams across Product, Sales, Support, and Marketing.
• Grow your career while directly driving customer retention, expansion, and satisfaction.
• Work in a culture that puts the customer at the center of everything we do.

Seniority Level

Mid‑Senior level

Employment Type

Full-time

Job Function

Information Technology

Industries

Software Development