Sr. Technical Customer Success Analyst

CAI Software is seeking a Sr. Technical Customer Success Analyst to join our Customer Success team. The ideal candidate will possess deep expertise in SQL Server, IIS configuration, performance tuning, and enterprise-level support.

Requirements

• 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.
• 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.