Technical Support Engineer - SQL & AI-Powered, Remote

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

Job summary

Globys, a division of Harris, seeks a Technical Support Engineer to investigate and resolve complex customer issues at Tier 1/2, owning tickets end-to-end. This remote role is open to US candidates in the Central Time Zone, with salary in the 65k–75k range.

You will work with international carrier customers and use SQL to reproduce data anomalies, while documenting findings and collaborating with engineering on solutions.

Qualifications

• 2-4+ years in a technical support/SaaS support role.
• Intermediate SQL proficiency and ability to use SQL to investigate data problems independently.
• Understanding of web application architecture, API interactions, and data flows.
• Hands-on experience troubleshooting web-based applications and server logs.
• Demonstrated self-sufficiency and ability to resolve problems without waiting for instructions.
• Bachelor's degree in CS, information systems, or a technical discipline, or equivalent experience.

Responsibilities

• Serve as the primary technical contact for Globys' international carrier customers, triaging, reproducing, and resolving Tier 1/2 issues.
• Diagnose and resolve issues across web application layers: front-end, API responses, data ingestion, configuration, and portal access.
• Write and execute SQL queries to investigate data discrepancies and support RCA.
• Reproduce customer issues in non-production environments and communicate workarounds during fixes.
• Produce detailed RCA documentation and maintain knowledge base articles and runbooks.

Skills

SQL proficiency

Web app knowledge

Troubleshooting

AI tools usage

Written communication

Multitasking

SaaS support

Education

Bachelor's degree or equivalent

Tools

Jira

Zoho

ServiceNow

Postman

curl

Job description

Globys, a division of Harris, seeks a Technical Support Engineer to investigate and resolve complex customer issues at Tier 1/2, owning tickets end-to-end. This remote role is open to US candidates in the Central Time Zone, with salary in the 65k–75k range.

You will work with international carrier customers and use SQL to reproduce data anomalies, while documenting findings and collaborating with engineering on solutions.