Support Specialist

Gather and analyze information from customers, application logs, databases, monitoring tools, and internal resources.

Escalate issues appropriately and coordinate resolution efforts across Product, Development, Infrastructure, Professional Services, and Customer Success teams.

Communicate technical solutions effectively to both technical and non-technical audiences.

Follow up with customers to ensure successful resolution and overall customer satisfaction.

Participate in on-call and after-hours support rotations as required.

Provide support during critical incidents, maintenance windows, and emergency situations.

Be available to support scheduled weekend upgrades, production deployments, and customer implementations.

Database Administration & RECALL/SQL Query Troubleshooting Utilize query skills to troubleshoot TCS application and data-related issues.

Write and optimize complex queries for analysis, validation, reporting, and issue resolution.

Perform data validation, integrity checks, account reconciliation, and support customer reporting requirements.

Assist with database-related maintenance, upgrades, deployments, and troubleshooting activities.

Support data conversion, migration, and integration efforts when required.

System Administration & Operational Support Advice clients on system configuration, user administration, security settings, workflows, and customer-specific configurations.

Assist client with execution of business-impact mitigation strategies when necessary.

Support customer environments and provide guidance on best practices for TCS usage and administration.

Product Upgrades & Testing Participate in scheduled TCS product upgrades, releases, patches, and maintenance activities.

Execute smoke testing, regression testing, and post-deployment validation to ensure system stability and functionality.

Document testing results and collaborate with Product and Engineering teams to resolve identified issues.

Support release readiness activities and production deployment processes.

Assist customers in planning and validating upgrade activities.

Cloud, Networking & Monitoring Support Support customer and hosted environments, including AWS-based infrastructure.

Leverage monitoring tools to identify, investigate, and resolve performance, availability, and capacity concerns.

Troubleshoot connectivity, interface, and integration-related issues.

Work closely with Engineering teams to ensure system reliability, scalability, and performance.

Support integrations between TCS and third-party systems, payment platforms, reporting tools, and related technologies.

Knowledge Management & Process Improvement Maintain accurate technical documentation, support procedures, troubleshooting guides, and knowledge base articles.

Identify opportunities for operational efficiencies and support process improvements.

Contribute to continuous improvement initiatives across the Support organization.

Share TCS product knowledge and mentor team members as needed.

Assist in developing support best practices and standardized troubleshooting methodologies.