Role Overview
As a Technical Support Engineer, you will act as a key escalation point for resolving advanced technical challenges. Your work will ensure timely and effective resolution of incidents while supporting a distributed customer network across time zones.
Key Responsibilities
- Own and manage the end-to-end lifecycle of technical support cases, including regular follow-ups and accurate documentation in internal systems.
- Address escalated issues from frontline support and account management teams using efficient resolution methods.
- Create and update technical guides, knowledge-base content, and troubleshooting resources for both internal and external use.
- Identify recurring issues and deliver data-driven insights to leadership for refining support workflows and reducing resolution times.
Qualifications
Candidates must have at least three years of experience in technical support within software or technology industries. Essential skills include:
- Strong understanding of networking concepts such as TCP/IP, routing, subnets, firewalls, and proxy configurations.
- Experience working with RESTful APIs and performing command-line operations in Linux environments.
- Ability to document technical details clearly for business and engineering audiences.
Preferred Skills
- Familiarity with Python programming and building cURL requests for API testing.
- Experience analyzing application logs and interpreting data to isolate root causes.
- Knowledge of TLS/SSL certificates, SAML authentication, and database troubleshooting.
- Hands-on experience with MongoDB, OpenVPN, and managing applications in Docker containers.
Work Environment
This role supports remote work for candidates based in Ontario, Canada. The position operates in a flexible, inclusive setting that values diverse perspectives and professional growth.
Compensation and Benefits
The annual salary range is $95,000 to $105,000 CAD. Additional offerings include stock options, an annual performance bonus, and competitive benefits. The organization emphasizes career development, equity, and community engagement.
