Support Specialist

Background

Solitics, a cutting-edge data management, and automation platform is looking for an experienced and innovative support specialist to work as part of our experienced support team.

The Solitics Support Team provides customer and technical support for clients and internal stakeholders.

🧠 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.

🧭 Day To Day

• Maintains SLA compliance and customer satisfaction across time zones.
• Strengthens the Support Team’s resilience and scalability.

🎯 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.

✅ 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.