Remote Tech Support Engineer: SQL & AI Troubleshooting

Harris Teeter

Kentucky

On-site

USD 65,000 - 75,000

Full time

2 days ago

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Benefits offered by this job

3 weeks vacation

Medical benefits

Dental benefits

Vision benefits

Employee stock ownership

RRSP/401k matching

Remote work

Lifestyle rewards

Job summary

Globys is seeking a Technical Support Engineer to serve as the primary technical contact for international carrier customers, owning tickets end-to-end from triage to resolution. You will diagnose issues across web app layers, write SQL queries to investigate data anomalies, reproduce issues in non-prod environments, and document RCA and runbooks for future use.

The role emphasizes self-direction, AI-assisted research, and thorough communication.

Qualifications

2-4+ years in a technical support, application support, or SaaS support role resolving issues, not just routing.
Intermediate SQL proficiency: JOINs, subqueries, aggregations to investigate real-world data problems.
Bachelor's degree in Computer Science, Information Systems, or a technical discipline, or equivalent experience.

Responsibilities

Serve as the primary technical contact for Globys' international carrier customers, triaging, reproducing, and resolving issues at Tier 1/2.
Diagnose and resolve issues across web application layers: front-end, API responses, data ingestion, and portal access.
Write and execute SQL queries against relational databases to investigate data discrepancies and support RCA.
Reproduce customer-reported issues in non-production environments and communicate workarounds during fixes.
Demonstrate own documentation by building RCA reports, runbooks, and knowledge base articles.