Sr. Technical Customer Success Analyst

Job Title: Sr. Technical Customer Success Analyst

Department: Customer Success

Location: Brazil

Who We Are:
CAI Software, an STG portfolio company, is a fast-growing, private equity–backed business at the forefront of ERP and MIS solutions within process manufacturing, discrete manufacturing and Graphic Communications industries.

Position Overview

CAI is seeking a highly experienced and technically proficient Sr. Technical Customer Success Analyst to join our Customer Success team. This role is pivotal in troubleshooting and resolving complex server-side, application, and IIS-related technical issues for our SaaS products. The ideal candidate will possess deep expertise in SQL Server, along with strong experience in IIS configuration, performance tuning, application troubleshooting, and enterprise-level support.

Fluency in English (written and spoken) is required to effectively support international customers. You will collaborate with cross-functional teams to deliver technical solutions, optimize system performance, and ensure customer success.

Key Responsibilities

• 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.
• Act as a key escalation point for high-priority customer issues, ensuring timely and effective resolution.
• 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.

Job Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 7+ years of experience in technical analysis, troubleshooting, and database management for enterprise SaaS products.
• Expertise in SQL Server, including administration, query optimization, stored procedures, and performance tuning.
• Strong experience with IIS, including configuration, troubleshooting, performance tuning, and security best practices.
• Angular (Troubleshooting): Ability to debug and resolve front-end issues including component rendering errors, dependency injection problems, REST API integration failures, state management (RxJS/NgRx) issues, performance bottlenecks, and memory leaks. Skilled in using Chrome DevTools for in-depth debugging.
• Entity Framework (Troubleshooting): Strong expertise in resolving ORM-related issues such as lazy initialization exceptions, N+1 query problems, mapping errors, transaction handling, caching issues, and query performance optimization.
• Strong troubleshooting skills for server-side issues, including performance bottlenecks, log analysis, and infrastructure optimization.
• Experience with application configuration management, including security policies, user access, and deployment.
• Working knowledge of .NET/C#, especially for debugging, troubleshooting, and integrations.
• Proficiency in HTML, CSS, and data flow management.
• Understanding of internal and external data storage structures.
• Experience using JIRA and Kanban methodologies for project tracking and agile development.
• Fluent in English (written and spoken).
• Ability to diagnose and resolve critical technical issues independently in high-pressure environments.
• Strong communication and problem-solving skills, with proven ability to work closely with customers and internal teams.
• Experience with cloud-hosted environments (Azure, AWS, or similar) is a plus.
• Experience in enterprise software deployment and technical project management.
• Familiarity with end-to-end Service Request handling in JIRA, including RCA documentation.
• Basic understanding of JavaScript front-end frameworks and debugging tools.

Preferred Qualifications

• Proficiency in scripting languages (PowerShell, Python, or similar) for automation and troubleshooting.
• PMP certification or equivalent project management expertise.
• Prior experience in customer success roles, handling technical escalations and driving high customer satisfaction.