Senior Product Support Engineer – SQL & Escalations

CentralSquare; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

CentralSquare Technologies is seeking a Product Support Rep III in the United States. You will provide escalated technical support to customers via phone, web, and email, diagnosing problems and resolving complex issues while acting as their advocate.

Your role includes maintaining clear status updates and feeding insights back into product improvements. The position requires a Bachelor’s in IT or equivalent, and at least 5 years in software support with strong SQL Server proficiency.

Qualifications

• Candidate must have a Bachelor’s degree in IT or equivalent experience.
• Minimum 5 years of experience in software support or a related role.
• Proficient in SQL Server and able to troubleshoot complex data issues.

Responsibilities

• Provide escalated technical support to CentralSquare's customers via phone, web, and email.
• Diagnose problems, resolve questions, and troubleshoot high-complexity issues.
• Act as a customer advocate and drive timely resolution while feeding insights back to product teams.
• Maintain clear communication with customers on request status and outcomes.
• Create and update Knowledge Base content to improve self-service for users.
• Train other team members and help meet department performance standards.

Skills

Experience in software support

Customer-facing communication

Education

Bachelor's in IT or equivalent

Tools

SQL Server

Job description

CentralSquare Technologies is seeking a Product Support Rep III in the United States. You will provide escalated technical support to customers via phone, web, and email, diagnosing problems and resolving complex issues while acting as their advocate.

Your role includes maintaining clear status updates and feeding insights back into product improvements. The position requires a Bachelor’s in IT or equivalent, and at least 5 years in software support with strong SQL Server proficiency.