Hybrid Technical Support Analyst – SaaS (Ottawa)

TrueContext; Ottawa; Hybrid; CAD 60,000 - 75,000; Full time

Benefits offered by this job

Wellness yearly allowance

Vacation + TrueCrewCaresday

Catered lunches 2x per week

Hybrid work environment

Social events

Job summary

TrueContext in Ottawa is seeking a technical support specialist to own tickets from start to finish, diagnosing issues across API, data flows, and mobile platforms. You will work across email, portal, and phone to understand customer goals and deliver clear resolutions.

The role emphasizes reproducing problems, narrowing causes, and communicating fixes to both technical and non-technical users. A hybrid office setup and late-shift hours are part of the job, with on-call coverage as needed.

Qualifications

• 2 to 4 years in a technical support or similar customer-facing technical role at a SaaS company.
• Ability to read API documentation, inspect a JSON payload, and interpret error codes.
• Some exposure to REST APIs, webhooks, or integration platforms matters more here than any particular tool on your resume.
• You can explain a technical cause to a non-technical user without making them feel small.
• You are organized, because this is a queue rather than one problem at a time.
• Helpful but not required: Jira Service Management or Salesforce Service Cloud; a background in field service, construction, utilities, or another regulated industry.

Responsibilities

• Own the ticket, start to finish.
• Work the queue across email, portal, and phone; figure out what the customer is actually trying to accomplish and stay with it through to resolution.
• Most of the job is diagnosis: reproduce the problem, then narrow it.
• Identify: form behavior, data source/destination failures, API responses and integration logs, to determine where the break sits.
• When it is a bug, write it up well enough for Engineering to act with minimal follow-up questions.
• Handle escalations and incidents: escalate early, provide reproduction path and business impact, communicate during incidents, and be on-call for urgent issues.

Job description

TrueContext in Ottawa is seeking a technical support specialist to own tickets from start to finish, diagnosing issues across API, data flows, and mobile platforms. You will work across email, portal, and phone to understand customer goals and deliver clear resolutions.

The role emphasizes reproducing problems, narrowing causes, and communicating fixes to both technical and non-technical users. A hybrid office setup and late-shift hours are part of the job, with on-call coverage as needed.