Clubspeed
Level 3 (Senior) Technical Support Agent
Clubspeed, Los Angeles, California, United States, 90079
Level 3 (Senior) Technical Support Agent
Clubspeed is the leading provider of venue management software for karting, escape rooms, paintball, family entertainment centers, and other experiential venues worldwide. Delivered through the Clubspeed and Resova brands, we serve ~2,000 locations in 70+ countries. Our integrated solutions cover booking, point-of-sale (POS), membership, marketing, and customer engagement—empowering venue operators to streamline operations, grow revenue, and deliver unforgettable guest experiences.
Position Overview The L3 (Senior) Technical Support Agent is a senior individual contributor responsible for resolving complex, high-impact technical issues across both on-premise and SaaS customer environments. This role requires advanced troubleshooting skills across databases, APIs, infrastructure, and integrated systems, along with strong ownership of escalations and cross-functional collaboration.
This role does not manage people, but serves as a technical authority, mentor, and escalation point within the support organization.
Advanced Technical Support & Escalations
Serve as a senior escalation point for complex customer issues across on-prem and SaaS deployments
Troubleshoot issues spanning application, API, database, operating system, network, and infrastructure layers
Own investigations from initial triage through root cause analysis and resolution
Provide clear, professional communication to customers during high-impact or time-sensitive incidents
SQL Server Performance & Database Support
Provide advanced, hands‑on Microsoft SQL Server support with a focus on performance analysis and tuning
Perform query optimization and execution plan analysis to identify inefficiencies
Support index design, maintenance, and optimization in collaboration with Engineering
Diagnose and assist with deadlock detection and resolution
Identify and help resolve database‑driven performance bottlenecks affecting applications and customers
Escalate complex database issues when deeper DBA or engineering involvement is required
Document findings, root causes, and recommended actions
API & Integration Support
Troubleshoot and support RESTful APIs used by customers and internal systems
Analyze API requests and responses to diagnose performance, authentication, and data issues
Use tools such as Postman or curl to validate API behavior
Work with Engineering to escalate API defects and provide reproducible findings
Assist customers with API‑related configuration, usage, and troubleshooting
Required Qualifications
Bachelor’s degree in IT, Computer Science, Engineering, or equivalent hands‑on experience
5+ years of progressive experience in technical support, systems administration, or infrastructure engineering
Proven experience supporting both on‑premise and SaaS environments
Strong Microsoft SQL Server experience with real‑world performance troubleshooting
Experience supporting and troubleshooting RESTful APIs and system integrations
Advanced troubleshooting experience with Windows Server and Windows 11
Strong working knowledge of Microsoft 365, Exchange, Azure AD, and SSO
Solid networking fundamentals including DHCP, DNS, VLANs, firewalls, and access points
Availability to work evenings and weekends as part of the role
Participation in an on‑call rotation approximately every six weeks
Preferred Qualifications
Experience supporting point‑of‑sale (POS) systems in production environments
Hands‑on experience with Clover POS devices
Experience with game card and amusement systems including Embed Card, Intercard, Semnox, and Amusement Connect
Strong plus (not required): Experience supporting karting or motorsports timing systems such as MYLAPS or DeHaardt
Relevant certifications such as Microsoft, ITIL, CompTIA, CCNA, or SQL‑related certifications
Why Join Clubspeed?
Be part of a global SaaS leader shaping the future of experiential venues.
Support customers who create joy and unforgettable memories for millions worldwide.
Collaborate with passionate teams across Product, Sales, Support, and Marketing.
Grow your career while directly driving customer retention, expansion, and satisfaction.
Work in a culture that puts the customer at the center of everything we do.
Seniority Level Mid‑Senior level
Employment Type Full-time
Job Function Information Technology
Industries Software Development
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Position Overview The L3 (Senior) Technical Support Agent is a senior individual contributor responsible for resolving complex, high-impact technical issues across both on-premise and SaaS customer environments. This role requires advanced troubleshooting skills across databases, APIs, infrastructure, and integrated systems, along with strong ownership of escalations and cross-functional collaboration.
This role does not manage people, but serves as a technical authority, mentor, and escalation point within the support organization.
Advanced Technical Support & Escalations
Serve as a senior escalation point for complex customer issues across on-prem and SaaS deployments
Troubleshoot issues spanning application, API, database, operating system, network, and infrastructure layers
Own investigations from initial triage through root cause analysis and resolution
Provide clear, professional communication to customers during high-impact or time-sensitive incidents
SQL Server Performance & Database Support
Provide advanced, hands‑on Microsoft SQL Server support with a focus on performance analysis and tuning
Perform query optimization and execution plan analysis to identify inefficiencies
Support index design, maintenance, and optimization in collaboration with Engineering
Diagnose and assist with deadlock detection and resolution
Identify and help resolve database‑driven performance bottlenecks affecting applications and customers
Escalate complex database issues when deeper DBA or engineering involvement is required
Document findings, root causes, and recommended actions
API & Integration Support
Troubleshoot and support RESTful APIs used by customers and internal systems
Analyze API requests and responses to diagnose performance, authentication, and data issues
Use tools such as Postman or curl to validate API behavior
Work with Engineering to escalate API defects and provide reproducible findings
Assist customers with API‑related configuration, usage, and troubleshooting
Required Qualifications
Bachelor’s degree in IT, Computer Science, Engineering, or equivalent hands‑on experience
5+ years of progressive experience in technical support, systems administration, or infrastructure engineering
Proven experience supporting both on‑premise and SaaS environments
Strong Microsoft SQL Server experience with real‑world performance troubleshooting
Experience supporting and troubleshooting RESTful APIs and system integrations
Advanced troubleshooting experience with Windows Server and Windows 11
Strong working knowledge of Microsoft 365, Exchange, Azure AD, and SSO
Solid networking fundamentals including DHCP, DNS, VLANs, firewalls, and access points
Availability to work evenings and weekends as part of the role
Participation in an on‑call rotation approximately every six weeks
Preferred Qualifications
Experience supporting point‑of‑sale (POS) systems in production environments
Hands‑on experience with Clover POS devices
Experience with game card and amusement systems including Embed Card, Intercard, Semnox, and Amusement Connect
Strong plus (not required): Experience supporting karting or motorsports timing systems such as MYLAPS or DeHaardt
Relevant certifications such as Microsoft, ITIL, CompTIA, CCNA, or SQL‑related certifications
Why Join Clubspeed?
Be part of a global SaaS leader shaping the future of experiential venues.
Support customers who create joy and unforgettable memories for millions worldwide.
Collaborate with passionate teams across Product, Sales, Support, and Marketing.
Grow your career while directly driving customer retention, expansion, and satisfaction.
Work in a culture that puts the customer at the center of everything we do.
Seniority Level Mid‑Senior level
Employment Type Full-time
Job Function Information Technology
Industries Software Development
#J-18808-Ljbffr