Position Summary
The Support Specialist will be responsible for providing technical and customer support to Solitics clients and internal teams.
This includes troubleshooting platform issues, executing SQL queries, managing tickets, and ensuring timely and professional responses in accordance with Solitics SLAs.
Key Responsibilities
Act as the first point of contact for customer technical issues and inquiries.
Investigate, troubleshoot, and resolve platform or integration issues.
Run and analyze SQL queries to identify, validate, and resolve data -related cases.
Collaborate with R&D, Product, and Customer Success teams for escalations.
Maintain detailed case documentation and promote knowledge sharing.
Ensure service quality and SLA compliance.
Requirements: Mandatory Requirements
3+ years of experience in customer or Technical Support from the tech industry must! (preferably in a SaaS environment).
Strong SQL skills - ability to write and interpret queries.
Availability to work Monday-Friday
Professional-level English (written and spoken).
Excellent analytical and troubleshooting skills.
Strong communication and customer service orientation.
Excellent teamwork and independent work capabilities
Nice to Have
Experience with MongoDB (basic querying and data review).
Familiarity with API troubleshooting, webhooks, or data integrations.
Experience with SaaS support tools (Zendesk, Jira, Freshdesk, etc.)
Experience with log monitoring and analysis tools (e.g., Kibana, Grafana, Datadog, or Splunk)
Background in marketing technology, analytics, or data platforms.
Additional languages (Spanish, German, or French) are a nice-to-have.
This position is open to all candidates.