Senior Technical Support Specialist (SaaS & Livestream)

OnBoard; Canada; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading board management software provider in Canada is seeking an experienced Technical Support Specialist to diagnose and resolve complex software issues. Candidates should have 5+ years of Tier 2 technical support experience, strong analytical skills, and the ability to communicate effectively with customers and teams. The role offers benefits like company-provided equipment, extended health benefits, and a commitment to diversity and inclusion.

Benefits

Company provided equipment

Employer paid extended health benefits

401K Retirement Savings Plan with matching

Paid Time Off (PTO)/Holiday

Qualifications

• 5+ years of Tier 2 technical support experience in a SaaS or enterprise software environment.
• 3+ years of experience with technical customer support tools.
• 1+ year of experience with livestream platforms, encoders, and protocols.

Responsibilities

• Diagnose, troubleshoot, and resolve complex software and technical issues.
• Respond to customer inquiries via ticketing system, phone, and video conferencing.
• Create and maintain documentation and help articles.

Skills

Tier 2 technical support experience

Customer support tools (Zendesk, Azure DevOps)

Livestream platforms experience

AV and networking systems knowledge

Microsoft SQL Server knowledge

Analytical and troubleshooting skills

Excellent communication skills

Cross-functional collaboration experience

Technical documentation skills

Artificial intelligence tools knowledge

Job description

A leading board management software provider in Canada is seeking an experienced Technical Support Specialist to diagnose and resolve complex software issues. Candidates should have 5+ years of Tier 2 technical support experience, strong analytical skills, and the ability to communicate effectively with customers and teams. The role offers benefits like company-provided equipment, extended health benefits, and a commitment to diversity and inclusion.