Level 3; Senior Technical Support Agent

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.

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.

• 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

• 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

• 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

• 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

• 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 De Haardt
• Relevant certifications such as Microsoft, ITIL, CompTIA, CCNA, or SQL‑related certifications

• 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.

Mid‑Senior level

Full-time

Information Technology

Software Development