Technical Support Associate

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

Job summary

A leading technology company in Vancouver is seeking a Technical Support Associate. This role requires experience in technical support and a solid foundation in IT concepts, including APIs and databases. You will provide exceptional technical assistance to customers and internal teams through various platforms. We offer competitive compensation ranging from $56,000 to $77,000 annually and various benefits to support your growth and well-being.

Benefits

Performance-based bonus

Equity plans

Paid vacation and sick days

Extended health benefits

Learning & Development Allowance

Sports and Physical Wellness budget

Team-building events

Qualifications

• 2+ years of experience in technical support across various channels.
• Strong foundational knowledge of APIs, databases, and networking.
• Fluency in English, both written and verbal.

Responsibilities

• Provide technical assistance to customers through ticketing systems.
• Troubleshoot issues related to geolocation accuracy and system performance.
• Support data reviews and generate reports.

Skills

Technical support

Analytical thinking

Communication

Problem-solving

Attention to detail

Adaptability

Education

Degree or equivalent in Computer Science, IT, or related field

Tools

Salesforce

Jira

Slack

Grafana

Kibana

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.

Achieving significant business and revenue growth over the past three years and dubbed a tech “Unicorn,” GeoComply has been trusted by leading global brands and regulators for over ten years. Our compliance‑grade geolocation technology solutions are installed on over 400 million devices and analyze over 12 billion transactions a year.

At the heart of it all is the people, united by a deep commitment to problem‑solving and revolutionizing how people and businesses use the internet to instill confidence in every online interaction. With teams across five countries, three continents, and a global customer base, we have no plans to slow down.

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 Tuesday – Saturday 8:00am – 4:00pm but can range between 8‑8 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 raise internal escalations 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.

Who You Are

Technical Requirements

• Technical background: Education or experience in Computer Science, IT, Data, Engineering, or 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. You enjoy understanding how systems work.
• 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. You use available resources to find solutions independently.
• Strong communication skills: Whether it is written or verbal, people know what you mean, what you are asking for, and what is expected. You can explain technical concepts to both technical and non‑technical audiences.
• Detail‑oriented: You know that details matter and take care and pride in getting the details right. In technical work, small details can make a big difference.
• Pragmatic: You know how to keep your calm during stressful times and can overcome challenges with multiple priorities.
• Flexible: You go with the flow and are adaptable. You are flexible, working on rotating shifts including evenings, weekends, and holidays, and collaborating across multiple time zones.

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 is a strong asset.

Compensation

$56,000 – $77,000 a year. The salary for this position ranges from $56,000/year up to $77,000/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.