Technical Support Engineer - REMOTE

Jobgether; Remote; CAD 70,000 - 90,000; Full time

Job summary

A technology solutions provider is searching for a Technical Support Engineer based in Canada. In this role, you will leverage your extensive expertise to address complex client issues and enhance internal processes. Your responsibilities will include mentoring junior staff, liaising with engineering teams for bug resolution, and influencing product quality. The position allows for a flexible remote-first work environment, with a range of benefits including unlimited vacation and comprehensive health coverage.

Benefits

Unlimited Vacation

Comprehensive Benefits

Wellness Account

Flexible Work Schedule

Learning & Development Budget

Qualifications

• 6+ years in technical support, ideally in senior roles.
• Experience with SaaS/PaaS and AI-based products.
• Strong skills in troubleshooting and customer service.

Responsibilities

• Triage and resolve complex client support issues.
• Liaise between Support and Engineering.
• Mentor Tier I team members.

Skills

Technical troubleshooting

Customer service

Problem-solving

RESTful APIs

CI/CD

Tools

Postman

Swagger

Job description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Engineer. In this role, you will leverage your technical expertise to resolve complex client support issues, collaborating across teams to ensure client satisfaction. You'll contribute to improving internal processes and documentation while mentoring junior team members. Your insights will influence product quality and stability, making a significant impact on the operations of our partner. Join us in delivering extraordinary customer service experiences through innovative AI solutions.

Accountabilities

• Triage, troubleshoot, and resolve complex client support issues requiring technical analysis.
• Serve as a liaison between Support and Engineering to assist in bug identification and resolution.
• Drive improvements to internal documentation and tools for faster issue resolution.
• Mentor Tier I team members to enhance the technical capabilities of the team.
• Influence product quality by identifying issue trends and participating in incident reviews.

Requirements

• 6+ years in technical support, with a strong track record in senior or Tier II/III positions.
• Experience supporting SaaS/PaaS platforms or AI-based products in fast-paced environments.
• Strong troubleshooting skills with RESTful APIs, middleware, and cloud services.
• Familiarity with debugging tools such as Postman and Swagger.
• Basic proficiency in programming languages like Python and Java.
• Experience with CI/CD pipelines and API authentication mechanisms such as OAuth 2.0.
• Knowledge of security/compliance protocols including JWT, PCI, and GDPR.
• Excellent analytical, organizational, and communication skills.
• Proactive problem-solving approach, especially under pressure.
• Customer-first mindset with a passion for exceptional service.

Benefits

• Unlimited Vacation: Recharge when you need to.
• Comprehensive Benefits: Health coverage, dental, vision, travel, and life insurance.
• Wellness Account: Invest in your overall well-being.
• Employee & Family Assistance Plan: Support resources for you and your loved ones.
• Flexible Work Schedule: Balance work and personal life.
• Remote-First, In-Person Friendly: Options to work from home or at a local hub.
• Learning & Development Budget: Invest in your growth goals.
• Work from Home Budget: Tools for a seamless remote work experience.
• Access to Cutting-Edge AI Tools: Work with the best technology in the industry.
• Hands-On with LLMs: Enhance expertise in large language models.
• Join the forefront of innovation in AI, shaping the future of technology.

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.