Customer Support – Tech Support Analyst

Datex is a SaaS company producing dynamic WMS solutions to keep business and life moving forward. For more than 45 years, we’ve helped 3PLs and warehouse operators manage complexity, compliance, and constant change with ease. Our expertise runs deep in regulated, high-performing environments, from 3PL and food and beverage to life sciences and industrial operations.

This is a fully remote role available to only candidates residing in the Philippines.

The Support Analyst is a top-level support position for our warehouse management system. The candidate will be expected to interact with the customer and troubleshoot issues with the software from both the front and back end. They will also be required to identify and resolve complex problems, create documentation, and provide solutions to the customer. They will additionally be required to understand business processes and communicate effectively across teams, and relay issues to developers.

Role and Responsibilities

• Support the warehouse management system and customers.
• Monitor and resolve support tickets through our ticketing tool.
• Troubleshoot day-to-day application and/or database-related issues in production environments.
• Produce knowledge base articles and training documentation and evolve into a subject matter expert.
• Take ownership of tasks or tickets proactively and with minimal assistance.
• Develop and support objects in MSSQL including queries, functions, views, and stored procedures.
• Troubleshoot, support, and create advanced solutions SSRS (SQL Server Reporting Services).
• Analyze and support ETL solutions in SSIS (SQL Server Integration Services).

Qualifications

• Bachelor’s degree, or higher in Computer Science, Engineering, or a related field.
• Experience developing for or supporting Microsoft's SQL Server Business Intelligence (BI) stack
• Experience developing for SQL Server Reporting Services (SSRS)
• Experience developing for SQL Server Integration Services (SSIS)
• Advanced Experience with SQL Server Database Administration and Performance Tuning
• Experience with Networks, Web Page Administration, ETL, API, and EDI.
• Documented and proven experience in customer service.
• Minimum of 4 years of experience with SQL T-SQL development and support.
• Minimum of 3 years of combined experience as an Application Administrator.
• Minimum of 2 years of experience with Microsoft SQL SSIS package development.
• Strong understanding and experience manipulating relational database schemas

Preferred Skills

• Must be self-motivated and skilled in resolving complex issues.
• Ability to work both independently and within a team environment.
• Professional demeanor and the capacity to develop collaborative and effective working relationships with team members, customers, and vendors.
• Ability to communicate clearly and concisely in both verbal and written form with customers, team members, stakeholders, in technical and non-technical situations, in the English language.
• Ability to organize one’s own work based on the priorities established.