Technical Support Associate

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

Job summary

A leading cybersecurity firm in Vancouver is seeking a Technical Support Associate to provide exceptional support for geolocation and cybersecurity solutions. The role involves analyzing data, troubleshooting technical issues, and supporting customer investigations. Candidates should have a technical background, fluency in English, and at least two years of technical support experience. The position offers a salary between $56,000 and $77,000 annually along with various benefits.

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.
• Understanding of APIs, databases, and networking basics.
• Fluent in English, able to communicate technical information clearly.

Responsibilities

• Assist customers with technical requests through ticketing systems.
• Troubleshoot technical issues related to system performance.
• Support investigations by reviewing data tables and logs.

Skills

Technical support experience

Analytical thinking

Attention to detail

Communication skills

Problem-solving

Education

Education or experience in Computer Science, IT, Data, Engineering

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. Our compliance‑grade geolocation technology solutions are installed on over 400 million devices and analyze over 12 billion transactions a year.

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.

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 escalate 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, observations, and suggestions for improvement.
• Actively contribute to our knowledge base by creating and refining troubleshooting documentation and user guides for internal and external use.

Who You Are

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 a must; experience with customer service alone is not sufficient for this role.
• 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. You acknowledge and embrace technology and prioritize any opportunity to learn and grow your technical skills.
• Solutions‑Focused: You are a determined problem‑solver who always sees a path forward and figures out how to get things done, no matter the size of the task.
• Strong communication skills: Whether written or verbal, people know what you mean, what you are asking for, and what is expected.
• Detail‑oriented: You know that details matter and take pride in getting the details right.
• Pragmatic: You keep your cool during stressful times and overcome challenges with multiple priorities.
• Flexible: You go with the flow and are adaptable, working on rotating shifts including evenings, weekends, and holidays.

Bonus Points

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

Compensation

$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. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. 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.

Search Firm Representatives Please Read Carefully

We do not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by GeoComply due to an agency referral where no existing agreement exists with the GeoComply Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the GeoComply Talent Acquisition Team.

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