Technical Support Analyst

TrueContext; Ottawa; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Social events

Wellness allowance

Vacation 4 weeks

True2ME days

TrueCrewCares day

Catered lunches

Hybrid work 3 days in office

Job summary

TrueContext in Ottawa, Canada, is seeking a Customer Support Engineer to own tickets from start to finish, diagnose issues, and communicate clear solutions to customers relying on our SaaS platform. This hybrid, late-shift role (12pm–8pm ET) requires triaging API problems, coordinating with Engineering, and building knowledge base content to prevent repeat tickets.

This role entails collaborating with product and support teams, supporting incidents, and applying API/JSON troubleshooting skills

Qualifications

• 2 to 4 years in a technical support or a similar customer-facing technical role at a SaaS company.
• Ability to read API documentation, inspect a JSON payload, and interpret error codes.
• Exposure to REST APIs, webhooks, or integration platforms is valuable.
• Low-code, mobile, or field service platforms are a bonus; supporting apps on iOS and Android is helpful.
• Able to explain technical causes to non-technical users and stay organized in a queue-based role.
• Familiar with Jira Service Management or Salesforce Service Cloud is advantageous.

Responsibilities

• Own the ticket from start to finish.
• Work the queue across email, portal, and phone and derive the true customer goal.
• Diagnose and reproduce issues; provide a clear, actionable resolution.
• Escalate incidents early; coordinate with Engineering and keep customers informed during platform incidents.
• Create helpful articles and runbooks to prevent repeat tickets.
• Share patterns with Customer Success and Product to identify friction and inform the roadmap.

Skills

API documentation

JSON payload inspection

REST APIs

Webhooks

Integration platforms

Communication with non-technical users

Tools

Jira Service Management

Salesforce Service Cloud

Job description

#CareersThatKickSaas! When something breaks in a customer's field operation, you are who they reach out to. TrueContext runs the forms, workflows, and data capture that thousands of field technicians depend on every day, so a stalled integration can leave a crew standing around a job site. This role is blended by design: you pick up the ticket, reproduce the issue, and carry it to fix yourself.

The Customer Success Manager owns the customer's outcomes and the Account Manager owns the commercial relationship. You own the problem in front of you: quick acknowledgement, a real diagnosis, and an answer the customer understands. For most users, this is the most visible evidence they have that we are dependable.

What you'll do

Own the ticket, start to finish

Work the queue across email, portal, and phone. Figure out what the customer is actually trying to accomplish, not just what they typed in the ticket, and stay with it through to resolution.

Most of the job is diagnosis. Reproduce the problem, then narrow it:

• Form behavior: conditional logic, repeatable sections, calculated fields, validation rules
• Data Source and Data Destination failures: refresh schedules, mapping errors, payload formatting
• API responses and integration logs, to work out whether the break sits with us, with the customer's connected system, or in the configuration between them
• Mobile issues on iOS and Android: offline sync, device performance, version mismatches

When it turns out to be a configuration choice, show the customer what to change. When it is a bug, write it up well enough that Engineering can act without three rounds of follow-up questions.

Handle escalations and incidents

Escalate early rather than after a customer has run out of patience. Hand Engineering a reproduction path and the real business impact. During platform incidents, keep affected customers posted and close the loop with each one afterward. On-call for urgent evening and weekend issues is shared across the team.

Make the next ticket unnecessary

Recurring problems should end up as help articles and internal runbooks instead of repeat tickets. Keep the ticketing system honest while you are at it: accurate categories, current status, resolution notes someone else could follow.

Be the early warning system

Support sees trouble before anyone else does. Pass ticket patterns and sentiment shifts to the Customer Success Manager and Account Manager so nobody is surprised at renewal. Same with Product: which parts of the platform generate the most friction, and the evidence to back it up. A well-argued support trend is one of the more reliable inputs into our roadmap.

What we're looking for

2 to 4 years in a technical support or a similar customer-facing technical role at a SaaS company. More than anything, you can take a vague description of a problem and narrow it to a cause.

You are comfortable reading API documentation, inspecting a JSON payload, and interpreting error code. Some exposure to REST APIs, webhooks, or integration platforms matters more here than any particular tool on your resume. Low-code, mobile, or field service platforms are a bonus, as is supporting apps on both iOS and Android.

You can explain a technical cause to a non-technical user without making them feel small. You are organized, because this is a queue rather than one problem at a time. You stay steady when a customer is upset and the answer is not obvious yet.

Helpful but not required: Jira Service Management or Salesforce Service Cloud; a background in field service, construction, utilities, or another regulated industry.

Location and Work Model

Ottawa, hybrid, with regular time in the office next to the Support, Product, and Engineering teams. This is a late shift role: 12pm to 8pm ET, Monday to Friday. Occasional weekend coverage is required depending on team availability, and the team shares an on-call rotation for urgent after-hours issues.

• Company-wide & team social events
• Wellness yearly allowance
• Great time off benefits (4 weeks of vacation + 2 True2ME days + 1 TrueCrewCares day)
• Catered lunches 2x per week
• An amazing office space with plenty of snacks, drinks, and space to collaborate
• Hybrid work environment (3 days a week in the office)

Salary Range

If you are looking for the opportunity to embrace and be part of a truly unique company culture, this opportunity might just be for you!