SaaS Technical Support Engineer — Hybrid (API & eCommerce)

ShipTime Inc.; Oakville; Hybrid; CAD 50,000 - 60,000; Full time

Benefits offered by this job

Full benefits package

Paid Vacation Time

Company Events

On-site parking

Job summary

ShipTime Inc. is a fast-growing SaaS company delivering eCommerce, payments, and shipping solutions across North America. The role focuses on customer-facing technical support, troubleshooting of the ShipTime platform and integrations, and internal IT support.

You will work with the Heroic Support team to resolve escalated issues, own tickets through resolution, and document solutions for the knowledge base. The role supports hybrid work and offers full benefits.

Qualifications

• 2–5 years in technical support roles.
• Excellent English and French communication.
• Experience with SaaS platforms and web applications.
• Familiarity with Shopify and WooCommerce.
• Understanding REST APIs and JSON.
• Experience with GitHub and AI tools.
• Experience with IT asset management and onboarding/offboarding.
• Experience with ticketing platforms (HubSpot, Zendesk, Freshdesk).

Responsibilities

• Investigate, troubleshoot, and resolve escalated technical issues.
• Own support tickets from investigation to resolution.
• Diagnose issues involving platform, API connections, and integrations.
• Analyze logs, API requests/responses, and system behaviour to identify root causes.
• Assist customers and developers through API calls and integrations.
• Manage internal IT inventory and onboarding/offboarding.
• Provide internal IT support for hardware, software, and workstations.
• Research issues using GitHub and AI tools to improve workflows.
• Create troubleshooting guides and knowledge base articles.
• Identify recurring issues and suggest improvements to support processes.

Skills

Technical support

Bilingual EN/FR

SQL queries

REST APIs

Java/JS/HTML

GitHub/AI tools

IT asset mgmt

Ticketing systems

Shipping/eCommerce tech

Tools

Postman

HubSpot

Zendesk

Freshdesk

GitHub

Job description

ShipTime Inc. is a fast-growing SaaS company delivering eCommerce, payments, and shipping solutions across North America. The role focuses on customer-facing technical support, troubleshooting of the ShipTime platform and integrations, and internal IT support.

You will work with the Heroic Support team to resolve escalated issues, own tickets through resolution, and document solutions for the knowledge base. The role supports hybrid work and offers full benefits.