Second Line Support Analyst

Job Summary

A company is looking for a Second Line Customer Support Analyst.

Key Responsibilities

• Provide 2nd line application and technical support for a cloud-based SaaS platform
• Investigate and resolve complex data and configuration issues using SQL and relational databases
• Manage support cases end-to-end, ensuring customer satisfaction throughout the resolution process

Required Qualifications

• 3-5 years of experience in technical support, application support, or help desk roles
• Strong SQL and relational database experience, including writing queries and diagnosing performance issues
• Hands-on experience with Microsoft SQL Server and Microsoft Azure
• Familiarity with support and ticketing tools like Zendesk, Jira, or Salesforce
• A proactive and adaptable growth mindset