{"id":752,"date":"2025-12-08T14:16:32","date_gmt":"2025-12-08T14:16:32","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=752"},"modified":"2025-12-08T14:16:35","modified_gmt":"2025-12-08T14:16:35","slug":"t2-support-engineer-saas-platform-code-fixes","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/t2-support-engineer-saas-platform-code-fixes\/","title":{"rendered":"\u200bT2 Support Engineer \u2013 SaaS Platform &#038; Code Fixes"},"content":{"rendered":"\n<p>\u200bThis is a full-time, <strong>remote<\/strong> <strong>Tier 2 Support Engineer<\/strong> role at Vantaca (a high-growth, &#8220;unicorn&#8221; SaaS company in the industry platform space). The engineer will be part of the Engineering Support team, primarily responsible for <strong>troubleshooting, diagnosing, and triaging escalated customer issues<\/strong>. A key component of this role is the ability to <strong>make code fixes (C#) and data adjustments (SQL)<\/strong> to resolve problems and maintain high customer satisfaction (CSAT).<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Location:<\/strong> Remote (Wilmington, NC presence mentioned, but remote is specified).<\/li>\n\n\n\n<li>\u200b<strong>Experience:<\/strong> Minimum <strong>2 years<\/strong> of experience as a Support Engineer at a <strong>SaaS company<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> 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.<\/li>\n\n\n\n<li>\u200b<strong>Key Metrics:<\/strong> <strong>10 customer tickets solved per day<\/strong> and >=80\\% First and Next Reply SLA Attainment.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200bKey Responsibilities: Technical Resolution and Code Diagnosis<\/h3>\n\n\n\n<p>\u200bThe role requires a high level of technical skill to diagnose issues within the application&#8217;s code and database layers.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Triage and Escalation:<\/strong> Triage issues escalated to Tier 2 Support and escalate to the core Engineering Team Lead as necessary.<\/li>\n\n\n\n<li>\u200b<strong>Code Troubleshooting:<\/strong> <strong>Troubleshoot C# code with Visual Studio\u2019s debugger<\/strong> to identify root causes and provide mitigating solutions.<\/li>\n\n\n\n<li>\u200b<strong>Database Fixes:<\/strong> <strong>Troubleshoot stored procedures within SSMS<\/strong> (SQL Server Management Studio) and resolve or escalate issues.<\/li>\n\n\n\n<li>\u200b<strong>Data Adjustments:<\/strong> Run <strong>SQL queries<\/strong> to provide clients with exported datasets or make necessary data adjustments to ensure the proper function of the application.<\/li>\n\n\n\n<li>\u200b<strong>Collaboration:<\/strong> Work with Product, Design, and Engineering teams to resolve complex bugs.<\/li>\n\n\n\n<li>\u200b<strong>Process Improvement:<\/strong> Work within the Support team to <strong>automate and simplify processes<\/strong> to increase efficiency.<\/li>\n\n\n\n<li>\u200b<strong>Documentation:<\/strong> Create, contribute to, or validate documentation on known bugs and processes.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200bRequired Skills and Experience<\/h3>\n\n\n\n<p>\u200bThe position demands a specific technical skillset focused on the Microsoft stack and database management.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>SaaS Experience:<\/strong> Minimum 2 years as a Support Engineer in a SaaS environment.<\/li>\n\n\n\n<li>\u200b<strong>Technical Stack:<\/strong> Familiarity in <strong>C#, .NET, and SQL server<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Troubleshooting Tools:<\/strong> Aptitude in navigating and troubleshooting in <strong>Visual Studio<\/strong> and working with <strong>SSMS<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Critical Thinking:<\/strong> Strong critical thinking and troubleshooting skills.<\/li>\n\n\n\n<li>\u200b<strong>Communication:<\/strong> Excellent communication skills, including the ability to convey technical topics to a non-technical audience (critical for customer experience).<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u200bThis is a full-time, remote Tier 2 Support Engineer role at Vantaca (a high-growth, &#8220;unicorn&#8221; 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[46,648],"jobpost_job_type":[39],"jobpost_location":[],"jobpost_tag":[509,199,3490,495,81,3404,855,506,3489,3487,167,3488],"class_list":["post-752","jobpost","type-jobpost","status-publish","hentry","jobpost_category-data","jobpost_category-information-technology","jobpost_job_type-remote","jobpost_tag-net","jobpost_tag-c","jobpost_tag-code-fixes","jobpost_tag-customer-support","jobpost_tag-remote","jobpost_tag-root-cause-analysis-2","jobpost_tag-saas","jobpost_tag-sql-server","jobpost_tag-ssms","jobpost_tag-t2-support-engineer","jobpost_tag-troubleshooting","jobpost_tag-visual-studio"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/752","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=752"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=752"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=752"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=752"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=752"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}