Senior Product Technical Support Engineer (Tier 2)

Assent Compliance; Ottawa; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading sustainability solution provider in Ottawa is seeking a Product Technical Support Tier 2 professional to offer advanced technical support and troubleshoot complex issues. The ideal candidate will possess strong communication skills, a bachelor's degree, and 3+ years of technical support experience. Key responsibilities include managing support queues, proactive communication, and issue documentation. The role embraces a hybrid work model, offering competitive benefits and a commitment to diversity and lifelong learning.

Benefits

Vacation time increasing with tenure

Comprehensive benefits packages

Professional development days

Qualifications

• 3+ years in a technical support role, at least 1 year in Tier 1 or higher.
• Strong technical background with proficiency in troubleshooting complex issues.
• Experience using ticketing systems and remote support tools.

Responsibilities

• Provide advanced technical support and troubleshoot complex technical issues.
• Proactive communication with internal end-users regarding issues.
• Manage Product Support Tier 2 queue and update cases in the ticketing system.

Skills

Verbal Communication

Written Communication

Technical Troubleshooting

Problem Solving

Customer Service Orientation

Time Management

Education

Bachelor's Degree/Higher Diploma

Tools

SQL

API

Salesforce

JIRA

Job description

A leading sustainability solution provider in Ottawa is seeking a Product Technical Support Tier 2 professional to offer advanced technical support and troubleshoot complex issues. The ideal candidate will possess strong communication skills, a bachelor's degree, and 3+ years of technical support experience. Key responsibilities include managing support queues, proactive communication, and issue documentation. The role embraces a hybrid work model, offering competitive benefits and a commitment to diversity and lifelong learning.