Remote SaaS Technical Support Engineer (SQL & Cloud)

Twenty5; United States; Remote; USD 34,000 - 83,000; Part time

Job summary

Twenty5 is hiring a hands-on Technical Product Support Engineer for remote work from India. You will own support cases, use SQL to investigate data issues, and collaborate with engineering to resolve complex problems. The role values initiative, clear communication, and independent progress.

Responsibilities include reproducing issues, writing SQL queries, and providing customer updates. Evening or overnight support may be required to align with US customer needs.

Qualifications

• At least 3 years of hands-on technical product support in SaaS.
• Proficiency with Jira and Zendesk for case management.
• Strong SQL and data querying skills.
• Excellent written and verbal communication.
• Ability to work independently in a fully remote setup.
• Willingness to work evenings/overnights for US EDT.

Responsibilities

• Own customer support cases from triage to resolution.
• Reproduce issues and investigate application behavior, data, logs, and errors.
• Write and execute SQL queries to diagnose issues and verify fixes.
• Investigate configuration issues, data discrepancies, and defects.
• Provide clear customer updates with findings and next steps.
• Escalate complex issues with reproduction steps and logs.
• Coordinate with engineering to validate fixes and confirm resolution.
• Maintain accurate tickets and notes.
• Create and update troubleshooting guides and knowledge base articles.
• Identify recurring issues and suggest product/support improvements.
• Provide occasional evening or overnight support when needed.

Skills

SQL querying

Jira

Zendesk

Cloud basics

Customer comms

Remote work

Problem solving

Tools

Confluence

CI/CD

Job description

Twenty5 is hiring a hands-on Technical Product Support Engineer for remote work from India. You will own support cases, use SQL to investigate data issues, and collaborate with engineering to resolve complex problems. The role values initiative, clear communication, and independent progress.

Responsibilities include reproducing issues, writing SQL queries, and providing customer updates. Evening or overnight support may be required to align with US customer needs.