L2 Application Support (Advanced SQL – Fluent English Speaker)

About the role

This position provides Level‑2 technical support for school district systems, acting as the first point of contact for incoming tickets. You will work directly with district staff to diagnose, triage, and resolve issues while also creating reusable knowledge for the team.

Key responsibilities

• Own the customer support experience: respond to tickets via phone, email, and screenshare, train users, and document solutions.
• Diagnose and resolve production issues by analyzing application logs, database records, integration processes, and hardware.
• Support SIS integrations: troubleshoot data sync failures, REST API errors, and validate roster accuracy.
• Investigate production data: query Oracle databases with SQL/PLSQL to identify anomalies and support data corrections.
• Maintain deployed hardware: troubleshoot kiosks, ID card printers, badge readers, and barcode scanners, working with district IT on network and device communication.
• Configure school systems: set up calendars, bell schedules, attendance alerts, visitor sign‑in workflows, and kiosk behavior.
• Build and maintain the knowledge base: author runbooks, troubleshooting guides, and configuration documentation.
• Collaborate cross‑functionally with Engineering, Implementation, and Customer Support teams to escalate and resolve complex issues.

Required profile

• Fluent English speaker with strong customer‑facing skills.
• Experience investigating production data and performing root‑cause analysis.
• Ability to work independently and document technical solutions clearly.

Required skills

• Advanced SQL querying, preferably Oracle.
• REST API integration troubleshooting.
• Reading/debugging code in Python, Java, C#, or JavaScript.
• Hardware troubleshooting (kiosks, scanners, ID card printers).
• Basic networking concepts (firewalls, ports, NAT, DNS).