Technical Support Associate

GeoComply; Toronto; On-site; CAD 56,000 - 77,000; Full time

Job summary

A leading geolocation and cybersecurity firm in Toronto is seeking a Technical Support Associate to deliver exceptional support for its solutions. The role entails troubleshooting, data analysis, and effective communication with clients. Candidates should have a technical background and a minimum of two years' experience in technical support. Competitive salary of $56,000 – $77,000 per year with additional benefits including performance-based bonuses, equity plans, and extensive learning opportunities.

Benefits

Performance-based bonus

Equity plans

Paid vacation and sick days

Extended health benefits

Generous Learning & Development Allowance

Sports and Physical Wellness budget

Team-building events

Qualifications

• At least two years of experience providing technical support by email, live chat, or phone.
• Technical background in Computer Science, IT, Data, Engineering, or similar.
• Experience with ticketing systems and collaboration tools.

Responsibilities

• Provide support for technical requests and troubleshoot issues.
• Monitor performance alerts and coordinate with clients.
• Create and refine documentation for troubleshooting.

Skills

Technical support experience

Analytical thinking

Attention to detail

Understanding of APIs and databases

Fluent English

Education

Computer Science or related field

Tools

Salesforce

Jira

Slack

Job description

About GeoComply

We’re GeoComply! We are at the forefront of geolocation, cybersecurity, and anti‑fraud innovation, developing and delivering cutting‑edge technologies to help ensure regulatory compliance, combat bad online actors, alleviate user friction, and protect businesses from fraud.

The Role

As our Technical Support Associate, you are responsible for providing exceptional support for our geolocation and cybersecurity solutions. This technical role requires analytical thinking, attention to detail, and the ability to learn complex systems. You will investigate technical issues, work with APIs and databases, analyze data, and serve as a technical resource for both internal teams and external clients.

Note: While we train you on our specific products and tools, you should have a solid technical foundation to build upon.

Regular hours are Sunday – Thursday 11:00 am – 7:00 pm but can vary between 8 am and 8 pm depending on the team's needs.

Key Responsibilities

• Assist GeoComply and end‑user customers with their technical requests, investigations, and questions through our ticketing systems: Salesforce, Jira, and Slack.
• Troubleshoot technical issues, including solution integrations, geolocation accuracy, network configurations, and system performance.
• Support investigations by reviewing data tables and logs (e.g., in Grafana, Kibana) and creating reports using pre‑configured scripts and in‑house solutions.
• Complete configuration changes or escalations internally with a clear technical context.
• Monitor performance alerts and communicate any valid issues immediately to our affected clients and Incident teams.
• Communicate and coordinate with Customer Success Managers to manage clients and escalations.
• Collaborate with Engineering and Product teams by providing detailed technical information and observations, or suggestions for improvement.
• Actively contribute to our knowledge base by creating and refining troubleshooting documentation and user guides for internal and external use, based on observations from the queue.

Technical Requirements

• Technical background: Education or experience in Computer Science, IT, Data, Engineering, or a related technical field (degree, bootcamp, certifications, or equivalent self‑taught experience).
• At least two years of experience providing technical support by email, live chat, social media, and/or phone is required; experience with customer service alone is not sufficient.
• Technical fundamentals: Understanding of concepts like APIs, databases, networking basics, and technical troubleshooting methodology.
• Fluent English (written and verbal): Ability to communicate technical information clearly and correctly.

Core Competencies

• Constant Learner: You are curious and tech‑savvy, embrace technology, prioritize learning, and enjoy understanding how systems work.
• Solutions‑Focused: You are a determined problem‑solver who sees a path forward and figures out how to get things done, using available resources independently.
• Strong communication skills: You can explain technical concepts to both technical and non‑technical audiences.
• Detail‑oriented: You know that details matter and take pride in getting the details right.
• Pragmatic: You keep your cool during stressful times and handle multiple priorities.
• Flexible: You work rotating shifts, including evenings, weekends, and holidays, and collaborate across time zones.

Bonus Points

• Experience with ticketing systems (Salesforce, Jira, Zendesk, etc.) and collaboration platforms (Slack, Confluence).
• Passion for information technology, AI, innovation, and staying current with industry trends.
• Spanish or Portuguese language proficiency is a strong asset.

Salary

$56,000 – $77,000 a year

Benefits

• Performance‑based bonus
• Equity plans
• Paid vacation and sick days
• Extended health benefits
• Generous Learning & Development Allowance
• Sports and Physical Wellness budget (30% of L&D Allowance)
• Charitable and DEI initiatives
• Team‑building events

Apply Now

Interested in joining our team? Send us your resume and a cover letter. We can’t wait to meet you!

Commitment to Diversity and Equity

If you don’t tick every box in this job description, please don’t rule yourself out. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity rather than ticking boxes, so if this resonates with you, please apply.