​This is a full-time, remote Tier 2 Support Engineer role at Vantaca (a high-growth, “unicorn” SaaS company in the industry platform space). The engineer will be part of the Engineering Support team, primarily responsible for troubleshooting, diagnosing, and triaging escalated customer issues. A key component of this role is the ability to make code fixes (C#) and data adjustments (SQL) to resolve problems and maintain high customer satisfaction (CSAT).

• ​Location: Remote (Wilmington, NC presence mentioned, but remote is specified).
• ​Experience: Minimum 2 years of experience as a Support Engineer at a SaaS company.
• ​Focus: Root cause analysis, C# code troubleshooting in Visual Studio, stored procedure fixes in SSMS, SQL data adjustments/exports, and process automation to resolve issues escalated from Tier 1.
• ​Key Metrics: 10 customer tickets solved per day and >=80\% First and Next Reply SLA Attainment.

​Key Responsibilities: Technical Resolution and Code Diagnosis

​The role requires a high level of technical skill to diagnose issues within the application’s code and database layers.

• ​Triage and Escalation: Triage issues escalated to Tier 2 Support and escalate to the core Engineering Team Lead as necessary.
• ​Code Troubleshooting: Troubleshoot C# code with Visual Studio’s debugger to identify root causes and provide mitigating solutions.
• ​Database Fixes: Troubleshoot stored procedures within SSMS (SQL Server Management Studio) and resolve or escalate issues.
• ​Data Adjustments: Run SQL queries to provide clients with exported datasets or make necessary data adjustments to ensure the proper function of the application.
• ​Collaboration: Work with Product, Design, and Engineering teams to resolve complex bugs.
• ​Process Improvement: Work within the Support team to automate and simplify processes to increase efficiency.
• ​Documentation: Create, contribute to, or validate documentation on known bugs and processes.

​Required Skills and Experience

​The position demands a specific technical skillset focused on the Microsoft stack and database management.

• ​SaaS Experience: Minimum 2 years as a Support Engineer in a SaaS environment.
• ​Technical Stack: Familiarity in C#, .NET, and SQL server.
• ​Troubleshooting Tools: Aptitude in navigating and troubleshooting in Visual Studio and working with SSMS.
• ​Critical Thinking: Strong critical thinking and troubleshooting skills.
• ​Communication: Excellent communication skills, including the ability to convey technical topics to a non-technical audience (critical for customer experience).