Remote Technical Support Analyst - SQL & Debugging

Tecsys Inc.; United States; Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

Remote-first flexibility

Benefits from day one

Pension plan

Employee events

Job summary

Tecsys Inc. is seeking a Technical Support Analyst to join the Customer Care team. You will manage ServiceNow cases, troubleshoot issues across Tecsys Elite, and coordinate with internal teams to ensure operations stay up and running.

The role requires strong SQL skills, ability to read Java code and logs, and excellent English communication. Late/evening or weekend shifts may be required, with remote-first flexibility and day-one benefits.

Qualifications

• A university degree or DEC in computer science, IT or a related field, or equivalent experience.
• Experience in technical support, help desk or a customer-facing support role (up to 3 years); recent graduates with internship or co-op experience are encouraged to apply.
• Strong SQL skills and the ability to read Java-based code, logs and stack traces.
• Excellent written and spoken English, with strong listening skills and the ability to explain technical issues clearly.
• A logical troubleshooting approach and the composure to manage multiple cases under pressure.
• Availability for a late shift (4 PM ET to midnight or 5 PM ET to 1 AM ET) or a weekend-based schedule (8 AM ET to 8 PM ET on weekends plus two weekdays); schedules are shared in advance.

Responsibilities

• Own and work cases from an incoming ServiceNow queue, prioritizing and managing multiple issues at once.
• Troubleshoot simple to moderately complex issues across Tecsys Elite applications and integrations through log analysis, research and problem recreation.
• Write SQL queries and read Java-based code and stack traces to pinpoint root causes.
• Communicate clearly with customers, confirm the business impact of each issue and keep them informed through to resolution.
• Provide workarounds or alternate solutions when a permanent fix takes time.
• Escalate and coordinate with EBS, Cloud Operations and BI teams when cases involve infrastructure, custom code or other systems.
• Document solutions in the knowledge base and meet SLA commitments.

Skills

SQL

Java code reading

English communication

Troubleshooting

Time management

Education

University degree or DEC in computer science/IT or related field

Tools

ServiceNow

Log analysis

Stack traces

Job description

Tecsys Inc. is seeking a Technical Support Analyst to join the Customer Care team. You will manage ServiceNow cases, troubleshoot issues across Tecsys Elite, and coordinate with internal teams to ensure operations stay up and running.

The role requires strong SQL skills, ability to read Java code and logs, and excellent English communication. Late/evening or weekend shifts may be required, with remote-first flexibility and day-one benefits.