Senior Escalation Engineer - SaaS, Security & Coding

Island; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A fast-growing tech startup in Toronto is seeking an experienced Escalation Engineer to manage complex support cases and work closely with customers. The ideal candidate has over 5 years in Customer Support, especially as a Tier 3 or Escalation Engineer, with strong skills in SaaS, Cloud troubleshooting, and Cyber Security. This is an exciting opportunity to contribute to the formation of the Escalation team.

Qualifications

• At least 5 years in Customer Support, preferably as Tier 3 or Escalation Engineer.
• Experience with SaaS and Cloud troubleshooting.
• Strong capabilities in web troubleshooting.

Responsibilities

• Manage escalated support cases and conduct technical investigations.
• Work with customers on solutions to meet their needs.
• Provide effective resolutions to customer issues.

Skills

Customer Support

Web troubleshooting

SaaS and Cloud-based troubleshooting

Cyber Security

Code reading

Tools

Investigation tools

Alerting and monitoring tools

Job description

A fast-growing tech startup in Toronto is seeking an experienced Escalation Engineer to manage complex support cases and work closely with customers. The ideal candidate has over 5 years in Customer Support, especially as a Tier 3 or Escalation Engineer, with strong skills in SaaS, Cloud troubleshooting, and Cyber Security. This is an exciting opportunity to contribute to the formation of the Escalation team.