Product Support Specialist (SQL / Software Support)

SUMMARY:
My client is looking for a technically curious Product Support Specialist who thrives on solving real‑world problems.
This is a hands‑on IT support role working with bespoke software used at scale in a production‑critical environment.
Perfect for someone who enjoys SQL, customer interaction, and owning problems end‑to‑end.

POSITION INFO:

My client is looking for a Product Support Specialist to support bespoke software solutions used by clients in a specialised operational environment.
This role sits at the intersection of software support, SQL administration, and customer success, where no two days look the same. The successful candidate will take full ownership of support tickets, working closely with internal teams and external clients to diagnose, resolve, and prevent issues.
Key responsibilities include:
Supporting bespoke software products remotely, with on‑site support when required
Managing and administering SQL‑rich environments (SQL Server / SQL Express)
Logging, updating, escalating, and closing support tickets within agreed SLAs
Liaising with clients and internal stakeholders to drive issues to resolution
Supporting product installations, upgrades, releases, and deployments
Performing ad‑hoc software testing before updates are released
Training clients on software usage when required
Acting as a strong advocate for customer success and system stability
This is an IT job suited to someone who enjoys responsibility, technical depth, and direct impact.

Skills & Experience:
Minimum 2 years’ experience working with Microsoft SQL Server / SQL Express (administration, scripting, querying)
Proven experience in IT support, help desk, or product support environments
Solid understanding of ticketing systems, call lifecycle, and escalation processes (ITIL exposure beneficial)
Strong communication skills, must be able to speak Afrikaans and English confidently
Proficiency in Microsoft Office
Comfortable working independently while collaborating with a broader technical team
Valid driver’s license and own reliable transport (occasional travel required)

Beneficial (but not essential):

Experience supporting bespoke or enterprise software
Exposure to operational, logistics, agriculture, or production environments
Mobile or handheld device support experience

Qualification:
Relevant IT qualification or equivalent hands‑on experience in information technology jobs


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