Sr Technical Support Specialist in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr Technical Support Specialist based in United States.

This role is a senior escalation-level position supporting core software platforms used to manage waste collection, routing, and municipal fleet operations.
You will investigate complex customer issues involving data integrity, database behavior, scheduling, routes, geofences, and work orders.
The position combines advanced SQL analysis across SQL Server and MySQL with hands-on troubleshooting of fleet hardware and software integrations.
You will go beyond resolving individual tickets by identifying root causes and helping prevent recurring issues.
Working closely with frontline support and technical teams, you will investigate production problems and translate findings into clear, actionable solutions.
The role also offers opportunities to improve internal investigation tools, documentation, and support processes.
It is an ideal opportunity for a technically strong support professional who enjoys solving complex problems in a customer-facing environment.

• Serve as the senior escalation point for complex customer support issues involving data integrity across core routing, waste management, and municipal fleet platforms.
• Investigate issues involving routes, scheduling, geofences, work orders, and other operational data to identify underlying causes and determine appropriate resolutions.
• Write, maintain, and troubleshoot complex SQL queries and reports across SQL Server and MySQL while following platform-specific query conventions.
• Trace data integrity problems to their root causes, including incorrect direct database updates, table synchronization failures, and data corruption originating from connected devices.
• Troubleshoot fleet hardware and software integrations, including Howen MDVR/DVR units, Android-based mobile tablets, and RFID readers.
• Work beyond frontline support to diagnose complex production issues and provide clear technical resolutions.
• Document and manage escalated issues in Jira using established issue types, workflows, and documentation standards.
• Build and maintain internal tools, technical references, and investigative resources that improve the speed and consistency of future troubleshooting.
• Communicate technical findings clearly to support teams and other stakeholders while maintaining a strong customer-focused approach.

Requirements:

• Strong SQL expertise across both Microsoft SQL Server and MySQL, including complex joins, query debugging, data investigation, and root-cause analysis.
• Proven experience investigating data integrity issues within production, customer-facing software environments.
• Experience troubleshooting complex software and hardware integrations, preferably involving connected devices or field equipment.
• Strong analytical and problem-solving abilities, with a methodical approach to identifying the underlying causes of technical issues.
• Experience working with Jira or a similar ticketing and issue-management platform.
• Strong written and verbal technical communication skills, with the ability to explain complex technical findings clearly.
• Ability to work effectively on complex escalations that require investigation across databases, applications, devices, and integrations.
• Experience working with routing, fleet management, municipal software, or related operational technology is preferred.
• Familiarity with GPS, telematics, or fleet data is a plus.
• Experience developing internal tools, scripts, documentation, or other resources to support technical investigations is desirable.
• Comfortable working independently while collaborating with frontline support and technical teams to resolve high-priority issues.

Benefits:

• Comprehensive medical, dental, vision, and life insurance coverage.
• Health Savings Account (HSA) option.
• Medical and Dependent Care Flexible Spending Accounts (FSA).
• 401(k) plan with company match.
• Paid parental leave.
• Unlimited paid time off.
• Ten company holidays.
• One paid volunteer day.
• Summer Fridays.
• Opportunity to contribute to technology that supports more efficient and sustainable waste and recycling operations.
• Collaborative, dynamic, and innovation-focused working environment.