Technical Support Engineer — SQL & AI-Powered Carrier Support

Harris Computer; Iowa (LA); On-site; USD 65,000 - 75,000; Full time

Job summary

Globys, a division of Harris, seeks a Technical Support Engineer to own end-to-end issue resolution for international carrier customers. You will troubleshoot across web app layers, write SQL queries, and document RCA details while leveraging AI tools to accelerate problem solving.

You will work remotely from US-based candidates in the Central Time Zone, handling SLA-driven updates and cross-functional collaboration with engineering and operations.

Qualifications

• 2–4+ years in a technical support, application support, or SaaS support role
• Intermediate SQL proficiency: JOINs, subqueries, aggregations
• Understanding of web app architecture: HTTP, REST, JSON
• Hands-on troubleshooting of web apps and API calls
• Self-sufficient problem solving without waiting for guidance
• Active, practical use of AI tools in a professional context
• Excellent written incident summaries and handoffs
• Ability to manage multiple incidents concurrently

Responsibilities

• Serve as primary technical contact for Globys' international carrier customers; triage, reproduce, resolve Tier 1/2 issues
• Diagnose and resolve issues across front-end, API, data ingestion, and portal access
• Write and execute SQL queries to investigate data discrepancies and support RCA
• Reproduce issues in non-production environments and craft workarounds
• Develop and maintain documentation when gaps exist; create missing RCA and runbooks
• Deliver clear RCA documentation for major incidents for carrier-level customers
• Create knowledge base articles and troubleshooting trees
• Provide daily written status updates within SLA
• Produce daily shift handoffs and participate in cross-functional reviews
• Identify systemic product issues via trend analysis and escalate with data
• Cover on-call responsibilities for critical incidents outside shifts
• Continuously deepen technical depth through product study and experimentation

Skills

SQL

Technical support

SaaS support

Written communication

Education

Bachelor's degree in CS/IS or technical discipline

Tools

Jira

Zoho

ServiceNow

Postman

curl

Splunk

Job description

Globys, a division of Harris, seeks a Technical Support Engineer to own end-to-end issue resolution for international carrier customers. You will troubleshoot across web app layers, write SQL queries, and document RCA details while leveraging AI tools to accelerate problem solving.

You will work remotely from US-based candidates in the Central Time Zone, handling SLA-driven updates and cross-functional collaboration with engineering and operations.