Solution and Technical Support Specialist (APIs/ AWS)

Adecco; Ottawa; On-site; CAD 75,000 - 110,000; Full time

Job summary

A leading company in technological innovation is seeking a Solution and Technical Support Specialist in Ottawa. This full-time role involves leading customer support, optimizing support processes, and collaborating with sales and development teams. Ideal candidates have over 5 years of technical support experience, exceptional communication skills, and a strong background in SaaS or IoT products.

Qualifications

• 5+ years in technical support roles, minimum 2 years in client management.
• Experience with complex SaaS or IoT products.
• Strong spoken and written English skills.

Responsibilities

• Lead customer support and technical onboarding.
• Resolve high-priority customer issues and troubleshoot.
• Drive improvement in support processes and KPIs.

Skills

Technical aptitude

Exceptional communication skills

Customer relationship management

Troubleshooting APIs

Process optimization

Tools

Zendesk

Job description

Solution and Technical Support Specialist (APIs/ AWS)

Solution and Technical Support Specialist (APIs/ AWS)

This range is provided by Adecco. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$75,000.00/yr - CA$110,000.00/yr

Direct message the job poster from Adecco

Lead Talent Acquisition Consultant at Adecco Canada(Business Management, IT, Financial/ Accounting, Operations, Procurement ... )

Adecco is searching for a permanent, Full-time Technical and Sales Support Manager to join our Ottawa-based client. Our client, a leader in technological innovation, is seeking passionate individuals to join their dynamic team. The opportunity is an onsite opportunity located in downtown Ottawa, ON.

The Solution and Technical Support Specialist will have the following responsibilities:

• Lead the customer support and onboarding function across all support levels (L1–L3), ensuring timely, effective resolution of technical and operational issues.
• Collaborate closely with Sales and Operations to offload technical and onboarding issues that are limiting sales execution.
• Serve as an escalation point for high-priority customer issues, demonstrating hands-on technical troubleshooting when needed.
• Drive continuous improvement of support processes, workflows, SLAs, and documentation.
• Establish and report on KPIs to measure support effectiveness, team performance, customer satisfaction, and onboarding success.
• Own and optimize our Zendesk support environment, including automations, macros, SLA policies, reporting dashboards, and integration with other tools.
• Build scalable onboarding workflows and knowledge base content to accelerate time-to-value for new customers.
• Partner with the Development team to escalate and track technical issues, ensuring transparent communication and quick resolution.
• Collaborate with Product and QA teams to provide field feedback, identify recurring issues, and influence roadmap decisions.
• Mentor and coach support team members and help to identify potential hiring needs as the team scales.
• Support pre-sales technical discussions or pilot programs when needed in partnership with the sales team.

The Solution and Technical Support Specialist must meet the following mandatory requirements:

• 5+ years of experience in technical support and customer success roles, with at least 2 years in a client management role.
• Demonstrated experience supporting complex or technical products, ideally in SaaS, IoT, or connected hardware environments.
• Familiarity with video, telematics, networking, or V2X systems is a major plus.
• Hands-on experience with Zendesk (or similar platforms) — customization, workflow optimization, and analytics/reporting.
• Ability to define and report on KPIs, SLAs, and support metrics that drive accountability and continuous improvement.
• Technical aptitude and experience with troubleshooting APIs, integrations, hardware/software environments, or networking issues.
• Proven track record in driving proactive customer communications and strategic customer relationship management
• Clear experience offloading sales and leading technical onboarding
• Demonstrated leadership in process optimization and implementing support best practices
• Extensive experience in L2/L3 support for complex SaaS, IoT, or connected hardware, specifically within US or North American markets
• Exceptional communication skills, particularly strong spoken and written English for direct customer and executive interactions.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Telecommunications

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