Senior Technical Support Analyst (SQL Specialist) - UK

Responsibilities

• 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, analyse, and optimise 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

Skill and Experience

• Database Expertise: Advanced, hands-on expertise with Microsoft SQL Server (MSSQL), including complex T-SQL scripting, query optimization, indexing, and performance tuning. (Experience limited to MySQL, Oracle, or other RDBMS platforms will not meet requirements.)
• Technical Proficiency: Proven experience supporting Microsoft-based web applications in IIS and Azure environments, with strong familiarity across Windows Server infrastructure and hosted application stacks.
• Application Monitoring: Skilled in using monitoring tools (e.g., New Relic, SQL Sentry, Uptrends) to proactively detect and resolve application performance issues.
• Analytical & Problem-Solving: Strong analytical mindset with the ability to identify root causes, interpret data, and drive improvements to system stability and client experience.
• Communication: Excellent written and verbal communication skills, with the ability to clearly convey technical information to both technical and non-technical audiences.
• Service Delivery & Process Orientation: Experience working within structured service delivery frameworks and ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk) to manage requests and ensure quality outcomes.
• Adaptability & Continuous Learning: Ability to prioritize effectively in a fast-paced, client-driven environment, with a commitment to learning new tools, technologies, and support practices.

Minimum Qualifications:

• 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.
• Degree (or equivalent qualification) in Computer Science, Information Technology, or a related discipline, or equivalent professional 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.