Remote Technical Support Engineer - SQL & AI-Driven Troubleshooting

Harris Computer; Tennessee; On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Vacation days

Medical benefits

Stock options

Lifestyle rewards

Remote work options

Job summary

Globys, a division of Harris, is seeking a Technical Support Engineer to investigate, diagnose, and resolve complex customer issues at Tier 1/2. You will own tickets end-to-end and work with international carrier customers, including AT&T, Telstra, and TELUS.

The role is remote for US candidates in the Central Time Zone, with salary in the 65K–75K range and a strong emphasis on AI-enabled tooling and documentation. You will write SQL queries, create RCA reports, and contribute to knowledge bases.

Qualifications

• 2-4+ years in a technical support, application support, or SaaS support role where you were resolving issues - not just routing them.
• Intermediate SQL proficiency: JOINs, subqueries, aggregations, and the ability to use SQL to investigate real-world data problems independently
• Working knowledge of web application architecture: HTTP, REST APIs, JSON and how requests flow from browser to API to database
• Hands-on experience troubleshooting web-based applications - inspecting network requests, logs, and error codes
• Demonstrated self-sufficiency: a track record of solving problems that weren't documented
• Active, practical use of AI tools (ChatGPT, Claude, Copilot) to accelerate thinking without replacing it
• Excellent written communication: incident summaries for carrier executives and precise handoffs for engineers
• Ability to manage multiple incidents simultaneously with quality and urgency

Responsibilities

• Serve as 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 behavior, API responses, data ingestion anomalies, configuration errors, and portal access problems
• Write and execute SQL queries against relational databases to investigate data discrepancies and support Root Cause Analysis
• Reproduce customer-reported issues in non-production environments; develop and communicate workarounds while permanent fixes are in progress
• Draft RCA documents and knowledge base updates to improve future incident handling
• Respond to customer inquiries within SLA; provide daily written status updates on active incidents
• Produce daily shift handoff reports and participate in cross-functional syncs with Engineering, QA, and Operations
• Identify systemic product issues through trend analysis and surface them to Engineering with data
• Cover on-call responsibilities for critical incidents outside standard hours
• Continuously improve technical depth through self-study and AI-assisted research

Skills

SQL

AI tooling usage

Troubleshooting

Incident management

Communication

Web app basics

Documentation writing

Education

Bachelor's degree in Computer Science or related field

Tools

SQL query tools

Job description

Globys, a division of Harris, is seeking a Technical Support Engineer to investigate, diagnose, and resolve complex customer issues at Tier 1/2. You will own tickets end-to-end and work with international carrier customers, including AT&T, Telstra, and TELUS.

The role is remote for US candidates in the Central Time Zone, with salary in the 65K–75K range and a strong emphasis on AI-enabled tooling and documentation. You will write SQL queries, create RCA reports, and contribute to knowledge bases.