Senior Technical Support Engineer

SurveyMonkey; Ottawa; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading survey software company in Ontario is seeking a Technical Support Specialist. You will troubleshoot and resolve complex technical issues, improve processes, and collaborate with teams to enhance customer satisfaction. Strong problem-solving and communication skills are essential, along with 3 years of relevant experience. The role offers a hybrid work environment and opportunities for professional growth.

Benefits

Opportunity for career advancement

Flexible hybrid work environment

Supportive team culture

Qualifications

• Minimum 3 years of experience solving technical issues for customers.
• At least 2 years of experience supporting developers using an API.
• Proven ability to build and maintain relationships with internal and external collaborators.

Responsibilities

• Troubleshoot and resolve complex technical issues for customers.
• Improve processes for tracking and addressing technical issues.
• Communicate effectively with customers and internal teams.

Skills

Problem-solving skills

Communication skills

Collaboration

Technical issue resolution

Tools

Salesforce

Web technologies (HTML, JavaScript, CSS)

Logging technologies (Splunk)

Job description

Overview

Employer Industry: Survey Software and Data Collection

Why consider this job opportunity:

• Opportunity for career advancement and growth within a leading global company
• Flexible hybrid work environment with the option to work from the office up to 1 day per week
• Supportive team culture that values collaboration and innovation
• Chance to solve complex technical issues and make a meaningful impact on customer satisfaction
• Access to programs designed to help employees thrive in both work and life

Responsibilities

• Troubleshoot and resolve complex technical issues for customers, including developers using the API
• Improve processes and systems for tracking and addressing technical issues
• Communicate effectively with customers and internal teams, providing clear context and updates
• Contribute to projects that prioritize team and company improvements
• Collaborate with product and engineering teams to analyze trends and influence product changes

Qualifications

• Minimum 3 years of experience solving technical issues for customers
• At least 2 years of experience supporting developers using an API
• Proven ability to build and maintain relationships with internal and external collaborators
• Demonstrated initiative in owning projects that improve processes or functionality
• Proficient understanding of Salesforce and ability to communicate in English at the B2+ level

Preferred Qualifications

• Familiarity with web technologies such as HTML, JavaScript, CSS, XML, and PHP
• Experience with platform/developer technologies like API and SDK
• Knowledge of logging technologies, for example, Splunk