Intermediate Technical Support Analyst

ThoughtFarmer; Vancouver; On-site; CAD 70,000 - 80,000; Full time

Benefits offered by this job

Quarterly home office allowance

Extended health benefits

Overtime pay

Home office allowance

Learning and development allowance

Monthly staff events

Birthday gifts

Inclusive workplace

Job summary

ThoughtFarmer is seeking an Intermediate Technical Support Analyst who digs into complex issues, analyzes logs, and improves tooling and runbooks across our platform and integrations.

You will own incidents from start to finish, write clear customer communications, and contribute to knowledge bases, SOPs, and post‑incident reviews. Remote, hybrid or Vancouver-based options support a flexible work arrangement.

Qualifications

• 2+ years in a technical support role at a SaaS or software company.
• Experience troubleshooting software integrations, including authentication and SSO.
• Ability to read application logs and perform root cause analysis.
• Experience resolving live incidents and driving to resolution.
• Clear written communication with customers.

Responsibilities

• Resolve customer support tickets across varying complexity using SOPs and knowledge bases.
• Troubleshoot platform issues including pages, profiles, search, navigation, permissions, and directory integrations.
• Perform root cause analysis using logs, DB lookups, and environment comparisons.
• Own tickets end-to-end and escalate when deeper help is needed.
• Manage platform incidents and conduct post-incident reviews.
• Create Zendesk macros and KB articles from recurring problems.
• Refine support processes and incident runbooks.
• Join on-call rotation for overnight incidents after ramp-up.

Skills

Technical support

SaaS support

Log analysis

Incident management

Customer communication

Tools

Zendesk

BetterStack

Job description

• Location: Remote, hybrid, or Vancouver-based (within Canada)
• Type: Full-time
• Reports to: Technical Support Manager
• Hours: Core coverage 8:00am to 4:00pm PT

Ready to be the best part of our customers’ day?

We are looking for an Intermediate Technical Support Analyst who does more than resolve issues. You will diagnose real technical problems across our platform and its integrations, own complex incidents from start to finish, turn what you learn into better tooling, documentation, and runbooks for the entire team.

What’s ThoughtFarmer?

ThoughtFarmer is an intranet product that helps employees at organizations around the world share knowledge, stay informed, and feel connected. Our vision is to make every great company the best place to work.

What you’ll be doing

You are the kind of person who doesn’t like leaving a problem unsolved or half-understood. You dig into the logs, query the data behind the symptoms, track down where a failure really originates, and close the loop by improving the docs, our Helpdesk macros, and runbooks so the whole team gets sharper over time.

Responsibilities

• Resolve customer support tickets across a range of complexity, using SOPs, Knowledge Base articles, and prior ticket patterns.
• Troubleshoot issues across the ThoughtFarmer platform, including pages, profiles, search, navigation, permissions, authentication, and directory integrations.
• Perform root cause analysis using application logs, database lookups, and environment comparisons.
• Own your tickets end to end, resolving what you can independently and escalating cleanly through the tier path when an issue needs deeper engineering or product help.
• Manage and respond to platform incidents and run post-incident reviews that make us better next time.
• Turn recurring problems into Zendesk macros, Knowledge Base articles, and documented issue patterns.
• Help refine our support processes, escalation workflows, and incident runbooks.
• Join the on‑call rotation for overnight incidents once you are ramped, with full training and support along the way.

Is this the right fit for you?

Successful candidates have the following traits:

• You have 2+ years in a technical support role at a SaaS or software company.
• You have troubleshot software integrations before, such as authentication and SSO, directory sync, or third‑party service connections, and can reason about where a failure originates.
• You have supported a software product and can read application logs and use database lookups to get to a root cause.
• You have kept your head in a live incident and helped drive it to resolution.
• You learn fast, work proactively, and improve the systems around you rather than just working the queue.
• You write to customers with clarity and empathy, even when the issue is thorny.
• You are looking for a place to commit to for the long term, not a stepping stone.

Things that will give you an edge

• SQL fluency for querying the data behind an issue.
• Experience with Zendesk or a comparable support platform.
• Hands‑on experience with incident monitoring tooling such as BetterStack, and running post‑incident reviews.
• Experience writing runbooks or refining escalation workflows.
• Exposure to intranet, SharePoint, or collaboration and knowledge‑management software.

What’s it like to work with us?

We believe in treating people well, compensating them fairly, and supporting them to live fulfilled and balanced lives. We offer great extended benefits, flexible time‑off, and professional development opportunities for all staff. We want people to feel they can bring their whole selves to work and strive to offer an environment where everybody feels listened‑to, welcome, and safe.

We are committed to accessibility and inclusivity and are always working to evolve and improve our practices as we learn. If you require any accommodation during the recruitment process, please let us know.

Remote or onsite—it’s up to you.

ThoughtFarmer is based in Vancouver, and we have staff working remotely from all across Canada.

And for those who do live in the Vancouver area, you still have plenty of options. Choose from either fully onsite, to fully remote, or a hybrid of both. Whatever suits your situation and life.

All staff—remote or local—enjoy a quarterly home office allowance that they can use to buy whatever they need to be productive outside the office.

• The salary range for this role is $70,000 – $80,000 depending on experience
• Comprehensive extended health benefits plan
• Paid and banked overtime pay
• Home office allowance
• Learning and development allowance
• Monthly staff events (in‑person and online)
• Birthday gifts
• Celebrating differences and equal access to opportunity