Remote Technical Support Analyst: SQL & Logs

Tecsys; United States; Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

Remote-first

Benefits and vacation from day one

Pension plan

Community initiatives

Learning opportunities

Global collaboration

Job summary

The Technical Support Analyst role at Tecsys joins the Customer Care team to keep hospital and distribution operations running smoothly around the clock.

You’ll own ServiceNow cases, analyze logs, write SQL queries and read Java traces to identify root causes, coordinate with EBS, Cloud Operations and BI teams, and provide timely workarounds while meeting SLA commitments. This role values clear communication with customers and the ability to manage multiple cases under pressure.

Qualifications

• University degree or DEC in computer science, IT or related field, or equivalent experience.
• Experience in technical support or customer-facing roles (up to 3 years); internships encouraged.
• Strong SQL skills and ability to read Java-based code, logs and stack traces.
• Excellent written and spoken English with clear communication.
• Logical troubleshooting approach and ability to manage multiple cases under pressure.
• Availability for late shift or weekend schedule.

Responsibilities

• Own and manage cases from incoming ServiceNow queue, prioritizing multiple issues.
• Troubleshoot simple to moderately complex issues using logs, research, and problem recreation.
• Write SQL queries and read Java code and stack traces to identify root causes.
• Communicate with customers, confirm business impact, and maintain updates through resolution.
• Provide workarounds or alternatives when fixes take time; escalate when needed.
• Coordinate with EBS, Cloud Operations and BI teams for cases involving infrastructure or other systems.
• Document solutions in the knowledge base and meet SLA commitments.

Skills

SQL

Java

ServiceNow

Log analysis

Troubleshooting

Education

CS/IT degree or equivalent

Tools

ServiceNow

SQL debugging tools

Job description

The Technical Support Analyst role at Tecsys joins the Customer Care team to keep hospital and distribution operations running smoothly around the clock.

You’ll own ServiceNow cases, analyze logs, write SQL queries and read Java traces to identify root causes, coordinate with EBS, Cloud Operations and BI teams, and provide timely workarounds while meeting SLA commitments. This role values clear communication with customers and the ability to manage multiple cases under pressure.