Technical Escalation Specialist – Back Office (Canada)

Jobgether; Canada; On-site; CAD 75,000 - 80,000; Full time

Benefits offered by this job

CAD 75,000–80,000 CAD per year

Full-time opportunity

Collaborative environment

Professional development

Knowledge-sharing culture

Meaningful impact

Inclusive workplace

Accessibility accommodations

No travel required

No relocation support

Job summary

Jobgether in Canada is seeking a Back Office Support Specialist for a partner company in the security technology sector. You will serve as a key escalation point, handling complex issues across video management systems, access control, servers, and networking, and collaborating with engineering teams to resolve them.

This full-time role includes weekend/on-call rotations, knowledge sharing, and opportunities to strengthen technical documentation and troubleshooting skills, contributing to

Qualifications

• At least 1 year in senior technical support or escalation roles.
• Strong analytical skills for complex investigations.
• Experience with VMS, access control, or enterprise hardware.
• Excellent written and verbal communication.

Responsibilities

• Prioritize cases based on urgency and SLAs.
• Investigate advanced technical issues in VMS, access control, server hardware, networking, and analytics software.
• Coordinate with escalation partners, frontline support teams, field specialists, QA, and engineers to resolve cases.
• Conduct root-cause analyses to identify underlying issues and recurring defects.
• Participate in swarm sessions to address critical incidents and outages.
• Maintain detailed records of troubleshooting steps and findings.
• Contribute to internal documentation and knowledge bases for teams.
• Support weekend and on-call rotations.

Skills

Technical troubleshooting

Escalation management

Customer focus

Cross-team collaboration

Tools

VMS

Access control

Networking

Server hardware

Job description

Jobgether in Canada is seeking a Back Office Support Specialist for a partner company in the security technology sector. You will serve as a key escalation point, handling complex issues across video management systems, access control, servers, and networking, and collaborating with engineering teams to resolve them.

This full-time role includes weekend/on-call rotations, knowledge sharing, and opportunities to strengthen technical documentation and troubleshooting skills, contributing to