Technical Support Engineer

Apex Systems; Toronto; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a Technical Support Engineer to enhance their platform support for diverse products. This role involves troubleshooting technical issues, analyzing data for insights, and collaborating with cross-functional teams to drive improvements. If you thrive in a dynamic e-commerce environment and have a strong technical background, this is an excellent opportunity to make a significant impact. Join a team that values transparency and problem-solving, and be part of a culture focused on delivering exceptional support to clients.

Qualifications

• 4+ years of experience in a technical support role.
• Strong understanding of databases and APIs.
• Proficient in managing multiple testing environments.

Responsibilities

• Troubleshoot and resolve technical queries for Enterprise Partners.
• Manage stakeholder requests via JIRA Service Desk.
• Collaborate with Product and Development teams to drive innovation.

Skills

Problem-solving abilities

Ruby

Python

Jira

REST APIs

Git

Communication skills

Education

Bachelor’s Degree in a technical field

Technical Diploma

Tools

PostgreSQL

Microsoft SQL Server

DataDog

Dynatrace

New Relic

Sentry

Zendesk

Intercom

Job description

Direct message the job poster from Apex Systems

Senior Professional Technical Recruiter at Apex Systems

Technical Support Engineer

Apex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for a Technical Support Engineer with experience working in Jira, exposure to coding preferably in Ruby or Python, strong problem-solving abilities, and proven experience in a similar technical environment to place at our client.

Location: Toronto/hybrid

Application Process: It is best to apply via the medium on which you are seeing this posting. If you encounter technical difficulties submitting your resume, please send a Word version of your resume to [e-mail].

Overview

About the Role:

As a key contributor within Our Client’s Platform Support organization, the Technical Support Engineer will play an essential role in troubleshooting and resolving technical queries and platform issues for our Enterprise Partners. Your expertise will enhance our support for a diverse array of products, from White label services to APIs and IoT solutions. Collaborating closely with Engineering and cross-functional teams, you’ll ensure seamless and effective subject matter expertise, driving continuous improvement and success for our most strategic accounts. If you are customer-centric, self-motivated, and eager to thrive in a dynamic e-commerce environment, this is an exceptional opportunity for you.

About The Team

The Platform Support team exemplifies Our Client’s commitment to "Rolling Up Our Sleeves" and "Going Far Together." They collaborate closely with Product and Development teams to deliver best-in-class support and solutions. They thrive on transparency and problem-solving, embodying the spirit of "Serving Generously" as they foster long-standing partnerships with their Partners by addressing their most complex challenges.

About The Job

• Utilize statistical techniques to interpret and analyze data, providing actionable insights through ongoing reports.
• Detect and assess trends or patterns within data sets to guide strategic decisions.
• Efficiently manage stakeholder requests via the JIRA Service Desk, ensuring issues are resolved promptly.
• Tackle complex challenges by leveraging extensive research and communication to comply with SLA standards.
• Work with Product and Development teams to drive innovation by building new features and addressing bugs.

About You

Minimum Qualifications:

• Bachelor’s Degree/Technical Diploma in a technical field or 4+ years of related practical experience.
• In-depth knowledge of relational databases (e.g., PostgreSQL, Microsoft SQL Server).
• Experience with telemetry and logging tools (e.g., DataDog, Dynatrace, New Relic, Sentry).
• Proficient with incident & ticket management tools, including Jira, Zendesk, and Intercom, and familiarity with automated workflows.
• Experience with managing multiple testing environments (UAT, prod, etc.).
• Broad understanding of REST APIs and web technologies.
• Proficiency in reading and understanding code in languages such as Ruby or Python.
• Mandatory experience using Git and GitHub.

Preferred Qualifications

• Ability to communicate complex technical topics clearly to audiences of varying technical expertise.
• Proven experience in creating and maintaining customer-specific playbooks and SOPs.
• Strong strategic planning skills, enabling simultaneous management of multiple projects.

Seniority level

• Associate

Employment type

• Contract

Job function

• Consulting, Information Technology, and Engineering

Industries

• IT Services and IT Consulting, IT System Training and Support, and Software Development

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