Technical Customer Success Supervisor

Description

Summary: CAI Software is seeking an experienced Sr. Technical Analyst to join the Customer Success team, focusing on troubleshooting complex server-side, application, and IIS-related technical issues for SaaS products. Highlights: 1. Expert-level technical support for SaaS applications and infrastructure. 2. Optimize SQL queries and database performance for high efficiency. 3. Collaborate with teams to enhance system reliability and scalability. **Job Title: Technical Customer Success Supervisor** **Department: Customer Success** **Location: Brazil** **Who We Are:** CAI Software, an STG portfolio company, is a fast\-growing, private equity–backed business at the forefront of ERP and MIS solutions within process manufacturing, discrete manufacturing and Graphic Communications industries. **Position Overview** CAI is seeking a highly experienced and technically proficient **Sr. Technical Analyst** to join our **Customer Success** team. This role is pivotal in **troubleshooting and resolving complex server\-side, application, and IIS\-related technical issues** for our SaaS products. The ideal candidate will possess deep expertise in SQL Server, along with strong experience in **IIS configuration, performance tuning, application troubleshooting, and enterprise\-level support**. Fluency in **English** (written and spoken) is required to effectively support international customers. You will collaborate with cross\-functional teams to deliver technical solutions, optimize system performance, and ensure customer success. **Key Responsibilities** * Provide expert\-level technical support and troubleshooting for SaaS\-based applications, IIS, server\-side configurations, and related infrastructure. * Diagnose and resolve complex technical challenges involving SQL Server, PostgreSQL, Crystal Reports, and iNet Designer. * Optimize SQL queries, stored procedures, and database performance, ensuring high efficiency and scalability. * Act as a key escalation point for high\-priority customer issues, ensuring timely and effective resolution. * Configure, manage, and troubleshoot IIS environments, including application pools, web services, security settings, and performance optimizations. * Perform in\-depth analysis of server logs, event logs, and system performance metrics to identify and resolve bottlenecks. * Manage application configurations, including setup, deployment, and performance tuning for enterprise SaaS solutions. * Work with .NET\-based applications for troubleshooting and integration purposes. * Collaborate with Product Development and Infrastructure teams to enhance system reliability, security, and scalability. * Provide technical mentorship and guidance to junior analysts, sharing best practices for troubleshooting and database management. * Document troubleshooting procedures and best practices for knowledge sharing. * Utilize JIRA and Kanban methodologies for issue tracking and workflow management. * Provide Root Cause Analysis (RCA) and proposed fixes through the SRT process. * Offer basic web development support and troubleshoot front\-end issues using Chrome DevTools. * Stay up\-to\-date with emerging technologies in database management, SaaS product support, and cloud\-hosted applications. **Job Requirements** * Bachelor’s degree in Computer Science, Information Technology, or a related field. * Minimum 7\+ years of experience in technical analysis, troubleshooting, and database management for enterprise SaaS products. * Expertise in SQL Server, including administration, query optimization, stored procedures, and performance tuning. * Strong experience with IIS, including configuration, troubleshooting, performance tuning, and security best practices. * Angular (Troubleshooting): Ability to debug and resolve front\-end issues including component rendering errors, dependency injection problems, REST API integration failures, state management (RxJS/NgRx) issues, performance bottlenecks, and memory leaks. Skilled in using Chrome DevTools for in\-depth debugging. * Entity Framework (Troubleshooting): Strong expertise in resolving ORM\-related issues such as lazy initialization exceptions, N\+1 query problems, mapping errors, transaction handling, caching issues, and query performance optimization. * Strong troubleshooting skills for server\-side issues, including performance bottlenecks, log analysis, and infrastructure optimization. * Experience with application configuration management, including security policies, user access, and deployment. * Working knowledge of .NET/C\#, especially for debugging, troubleshooting, and integrations. * Proficiency in HTML, CSS, and data flow management. * Understanding of internal and external data storage structures. * Experience using JIRA and Kanban methodologies for project tracking and agile development. * Fluent in English (written and spoken). * Ability to diagnose and resolve critical technical issues independently in high\-pressure environments. * Strong communication and problem\-solving skills, with proven ability to work closely with customers and internal teams. * Experience with cloud\-hosted environments (Azure, AWS, or similar) is a plus. * Experience in enterprise software deployment and technical project management. * Familiarity with end\-to\-end Service Request handling in JIRA, including RCA documentation. * Basic understanding of JavaScript front\-end frameworks and debugging tools. **Preferred Qualifications** * Proficiency in scripting languages (PowerShell, Python, or similar) for automation and troubleshooting. * PMP certification or equivalent project management expertise. * Prior experience in customer success roles, handling technical escalations and driving high customer satisfaction.