SaaS Tech Support Engineer - API & Integrations (Remote)

ShipTime Canada Inc.; Oakville; Hybrid; CAD 52,000 - 72,000; Full time

Benefits offered by this job

On-site parking

Paid Vacation Time

Company Events

Fun culture

Job summary

ShipTime & Paid Inc. in Ontario, Canada, is seeking a Technical Support Specialist to help customers on the ShipTime SaaS platform and integrations. You will troubleshoot issues, analyze API requests, and coordinate with the development team to resolve complex problems.

Ideal candidates have 2–5 years in technical support, strong English and French communication, experience with SQL and Postman, and familiarity with eCommerce. Hybrid work, on-site parking, and collaborative culture are offered.

Qualifications

• 2–5 years in Technical Support related roles.
• Excellent English and French verbal and written communication skills.
• Experience with SaaS platforms, web applications, or other software-based products.
• Familiarity with eCommerce platforms such as Shopify and WooCommerce.
• Understanding of REST APIs, JSON, HTTP requests, and common integration issues.
• Familiarity with GitHub and AI-powered tools such as ChatGPT, GitHub Copilot, or similar solutions.
• General knowledge of computer hardware, operating systems, and IT troubleshooting.
• Strong organizational skills, attention to detail, and the ability to manage competing priorities.
• A proactive, accountable, and resourceful mindset, with the initiative to investigate unfamiliar issues and see them through to resolution.

Responsibilities

• Work closely with our Heroic Support team to investigate, troubleshoot, and resolve escalated technical issues.
• Take ownership of support tickets from initial investigation through resolution, ensuring timely follow-up and clear communication.
• Independently diagnose issues involving our platform, carrier connections, APIs, and eCommerce integrations.
• Analyze application logs, API requests/responses, and system behaviour to identify root causes before escalating to Development when necessary.
• Assist customers and developers through technical calls with API connections, plugins, and integrations.
• Manage internal IT inventory, company devices, and equipment provisioning for employee onboarding and offboarding.
• Provide general internal IT support, including hardware, software, and workstation troubleshooting.
• Utilize GitHub, AI tools, and technical documentation to research issues, improve workflows, and collaborate with Development.
• Create and maintain troubleshooting guides, technical documentation, and knowledge base articles.
• Identify recurring issues and proactively recommend improvements to support processes and the customer experience.

Skills

Technical support

English & French

SQL queries

API troubleshooting

IT asset management

Ticketing platforms

Shipping / eCommerce

SaaS platforms

Tools

Postman

GitHub

HubSpot

Zendesk

Freshdesk

Job description

ShipTime & Paid Inc. in Ontario, Canada, is seeking a Technical Support Specialist to help customers on the ShipTime SaaS platform and integrations. You will troubleshoot issues, analyze API requests, and coordinate with the development team to resolve complex problems.

Ideal candidates have 2–5 years in technical support, strong English and French communication, experience with SQL and Postman, and familiarity with eCommerce. Hybrid work, on-site parking, and collaborative culture are offered.