Support Team Lead: SQL/DB Troubleshooter & Mentor (Hybrid)

MRI Software; Wes-Kaap; Hybrid; ZAR 720,000 - 1,100,000; Full time

Benefits offered by this job

Office breakfasts

Quarterly lunches

Virtual social events

DEI committee

Women and Allies group

Pride Event Group

Medical Aid Scheme

Personal Pension plan

Parental Leave

Job summary

MRI Software is seeking a capable Team Lead in Cape Town to supervise a group of support specialists and handle complex client cases. You will troubleshoot application and data issues using SQL and Oracle PL/SQL, mentor staff, and ensure high SLA performance and service quality.

The role blends hands-on data troubleshooting with people management, requiring strong communication, collaboration, and problem-solving skills in a hybrid environment.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 4–6+ years’ experience in application or technical support within an enterprise software environment.
• 2–3 years’ supervisory, team lead or equivalent people-management experience.
• Proven experience building, modifying and optimising SQL statements to investigate issues, validate data and support client-facing resolutions.
• Hands-on experience with Oracle PL/SQL and database-related troubleshooting in a client support or application support context.
• Track record of delivering high-quality client service against agreed SLAs, KPIs and customer satisfaction expectations.

Responsibilities

• Manage day-to-day support operations, prioritising, triaging and resolving client cases within SLAs and KPIs.
• Act as the primary escalation point for complex client, application and database issues; drive timely resolution.
• Investigate and resolve data-related issues by writing and optimising SQL queries and PL/SQL code.
• Perform root-cause analyses across database structures and data integrity; recommend improvements.
• Collaborate with clients to gather requirements and translate into SQL-based solutions.
• Coach and develop Support Agents and junior analysts; share SQL debugging approaches.
• Plan resources and ensure coverage across key product areas.
• Monitor performance via one-to-ones, team meetings and reporting.

Skills

Leadership

SQL

Oracle PL/SQL

Troubleshooting

Communication

Teamwork

Problem solving

MS Office

Database design

Performance tuning

Education

Bachelor's degree

Tools

SQL

Oracle PL/SQL

Job description

MRI Software is seeking a capable Team Lead in Cape Town to supervise a group of support specialists and handle complex client cases. You will troubleshoot application and data issues using SQL and Oracle PL/SQL, mentor staff, and ensure high SLA performance and service quality.

The role blends hands-on data troubleshooting with people management, requiring strong communication, collaboration, and problem-solving skills in a hybrid environment.