Technical Support Engineer
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We are a company focused on custom software development and have been in the market for over 19 years. At Ensitech we are dedicated to finding highly specialized talent to work with large companies in the United States, Europe, and Canada.
Each one of our collaborators works with different teams and colleagues around the world, in the design and commercialization of software. We look forward to having you as part of our team in the role of Tier 2/3 Technical Support Engineer to join a global application support team supporting enterprise clients across the US West Coast.
This is a client-facing role requiring strong technical expertise in SQL and application troubleshooting, along with excellent written and verbal communication skills. The engineer will work as an extension of the core support team, handling complex technical issues and interacting directly with customers.
What you will do
- Investigate and resolve complex application issues reported by clients via ticketing systems
- Write, analyze, and optimize SQL queries (Oracle-based) to diagnose and resolve issues
- Perform data fixes and configuration changes within the application
- Troubleshoot issues across application and database layers
- Support and investigate cloud infrastructure incidents (AWS – EC2, RDS, VPN)
- Communicate directly with clients via email and occasional video calls
- Provide clear, structured updates, including timelines and next steps
- Act as a primary point of contact for assigned clients as experience grows
- Contribute to product and process improvements through client feedback
- 3+ years of experience in application support or technical support roles (Tier 2/3)
- Strong SQL skills (joins, subqueries, query optimization)
- Experience working with relational databases (Oracle preferred)
- Proven experience supporting enterprise-level applications
- Excellent English communication skills (written and verbal)
- Experience in client-facing roles, preferably with US-based clients
- Hands-on experience with Oracle Database
- Familiarity with AWS (EC2, RDS, networking basics)
- Experience in SaaS or enterprise software environments
- Exposure to life sciences industry (nice to have)
Tools & Technologies
- Oracle SQL Developer
- AWS Console (monitoring & logs)
- Zendesk or similar ticketing systems
- Microsoft Teams
- MS Office Suite
Soft Skills & Competencies
- Strong written communication with the ability to explain technical concepts clearly
- Ability to lead with solutions and provide concise, structured responses
- Customer-focused mindset with empathy and professionalism
- Strong analytical and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
What do we offer?
- 100% remote opportunity.
- Competitive salary and benefits.
- Custom benefit package aligned to your experience and your needs.
- Working with foreign clients.
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