Senior Technical Support Analyst – SQL Specialist

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November 12

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StarCompliance

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Compliance • Finance • SaaS

StarCompliance is a provider of compliance solutions designed to manage and mitigate risk for companies across various industries, including financial services, pharmaceuticals, healthcare, and more. The company offers a comprehensive platform that includes solutions for managing employee conflicts of interest, personal trading, political donations, and incident management. Their platform supports compliance teams by centralizing and streamlining compliance processes with easy-to-use tools for reporting, monitoring, and analytics. StarCompliance also provides specialized services to ensure compliance with global accountability regimes, fortifying employee accountability and competency. Their solutions are cloud-ready, scalable, and provide on-demand configurability to meet the evolving regulatory requirements of a global workforce. StarCompliance is trusted by organizations around the world to uphold ethical and regulatory standards and protect company reputation.

201 - 500 employees

📋 Compliance

💸 Finance

☁️ SaaS

💰 Venture Round on 2020-12

📋 Description

• Serve as a senior escalation point for complex issues in a SaaS compliance platform environment, directly engaging with enterprise clients through support tickets, virtual meetings, and client calls to identify, troubleshoot, and resolve application and database incidents within SLAs. • Take end-to-end ownership of support requests and high-priority incidents - ensuring timely resolution, proactive client communication, and effective coordination across teams – while maintaining professionalism and composure in client-facing scenarios. • Write, analyze, and optimize T-SQL queries; troubleshoot database performance issues; and leverage tools such as SQL Server Management Studio (SSMS) and SQL Profiler to diagnose and resolve bottlenecks. • Apply strong knowledge of Windows Server, Azure environments, Internet Information Services (IIS), and Windows Services to diagnose and resolve web application and infrastructure-related issues. • Support and monitor Azure-hosted applications using tools such as New Relic, SQL Sentry, and Uptrends to proactively identify and resolve performance degradation before it impacts clients. • Collaborate with Development, Product, and Infrastructure teams to document root causes, contribute to post-incident reviews, and recommend enhancements that strengthen product stability and client experience. • Provide advice, guidance, and support to peers while fostering open communication and shared learning within the Client Support Services team. Actively seek opportunities to contribute beyond your immediate remit, building strong relationships and promoting a culture of collaboration, quality, and continuous improvement. • Work closely with Development, Infrastructure, Product, and Professional Services teams to align on priorities, ensure seamless issue resolution, and drive ongoing improvements to support processes and service delivery. • Develop and maintain internal knowledge bases, troubleshooting guides, and best-practice documentation to promote consistent, scalable support delivery.

🎯 Requirements

• 5+ years of experience supporting enterprise web applications or SaaS platforms in a Microsoft technology environment (MSSQL, IIS, Azure, Windows Server). • Demonstrated experience troubleshooting complex technical issues involving web applications, databases, and cloud infrastructure. • Proven ability to manage multiple support requests or incidents while maintaining responsiveness and quality. • Strong interpersonal and communication skills in client-facing environments. • Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or an equivalent combination of education and experience. • Integrity and Ethics • All StarCompliance employees are expected to commit to a high standard of personal integrity and carry out their responsibilities in an ethical manner.

🏖️ Benefits

• Client-Facing Technical Support: Serve as a senior escalation point for complex issues in a SaaS compliance platform environment, directly engaging with enterprise clients through support tickets, virtual meetings, and client calls to identify, troubleshoot, and resolve application and database incidents within SLAs. • Support Request & Incident Management: Take end-to-end ownership of support requests and high-priority incidents - ensuring timely resolution, proactive client communication, and effective coordination across teams – while maintaining professionalism and composure in client-facing scenarios. • Microsoft SQL Expertise: Write, analyze, and optimize T-SQL queries; troubleshoot database performance issues; and leverage tools such as SQL Server Management Studio (SSMS) and SQL Profiler to diagnose and resolve bottlenecks. • Windows & Azure Troubleshooting: Apply strong knowledge of Windows Server, Azure environments, Internet Information Services (IIS), and Windows Services to diagnose and resolve web application and infrastructure-related issues. • Monitoring & Performance Optimization: Support and monitor Azure-hosted applications using tools such as New Relic, SQL Sentry, and Uptrends to proactively identify and resolve performance degradation before it impacts clients. • Root Cause Analysis & Continuous Improvement: Collaborate with Development, Product, and Infrastructure teams to document root causes, contribute to post-incident reviews, and recommend enhancements that strengthen product stability and client experience. • Teamwork & Collaboration: Provide advice, guidance, and support to peers while fostering open communication and shared learning within the Client Support Services team. Actively seek opportunities to contribute beyond your immediate remit, building strong relationships and promoting a culture of collaboration, quality, and continuous improvement. • Cross-Functional Partnership: Work closely with Development, Infrastructure, Product, and Professional Services teams to align on priorities, ensure seamless issue resolution, and drive ongoing improvements to support processes and service delivery. • Documentation & Knowledge Sharing: Develop and maintain internal knowledge bases, troubleshooting guides, and best-practice documentation to promote consistent, scalable support delivery.