Technical Support Specialist

SuiteSpot; Ontario; Remote; CAD 45,000 - 75,000; Full time

Job summary

An innovative PropTech company is seeking a Technical Support Specialist to enhance customer experiences and resolve complex technical issues. This remote role involves collaborating with teams to provide Tier 2 support, managing incident responses, and improving product offerings. Join a dynamic team dedicated to customer success, where your insights will directly contribute to product enhancements and your career development. Enjoy a culture of learning, flexible working options, and a supportive environment that values diverse skills and backgrounds. If you're passionate about technology and customer service, this opportunity is perfect for you.

Benefits

Flexible Remote Working Options

Competitive Compensation Package

Comprehensive Benefits Package

Career Development Opportunities

Team Building Events

Qualifications

• Experience in customer technical support, ideally in a SaaS environment.
• Ability to handle complex technical issues and provide effective solutions.

Responsibilities

• Provide Tier 2 customer support and troubleshoot production issues.
• Maintain knowledge base and assist Customer Success team with documentation.
• Identify product improvement opportunities and collaborate with development teams.

Skills

Customer Technical Support

Incident Response

Problem Solving

Interpersonal Skills

Technical Acumen

Triage Issues

Critical Thinking

Education

Relevant Technical Degree

Tools

Freshdesk

MongoDB

Datadog

Sentry

API Knowledge

Job description

Who we are

At SuiteSpot, we are a PropTech company on a mission to transform how residential real estate is managed and operated at scale. Our award-winning SuiteSpot Maintenance and Capital SaaS solutions help our customers operate at scale by combining cutting-edge technology, enterprise support, and development agility in a best-in-class offering that we have come to be known for.

From day one, our work has been guided by four principles:

• Deliver value in the real world
• Execute with excellence
• Collaborate with tenacity
• Culture of coaching

Who we need

At SuiteSpot, customer support is fundamental to our success. Positive customer interactions build lasting relationships, drive brand advocacy and loyalty, and provide a crucial competitive advantage.

Reporting to the Lead Support Specialist, we are hiring a Technical Support Specialist to meet increased demand as our client base grows. You will be part of a three-person team supporting clients Monday to Friday from 9-5:00 pm EST and responding to complex technical support requests. You will collaborate cross-functionally, conduct in-depth investigations, and manage issues from end to end. You will take ownership of determining the scope of an issue, assessing its severity, and driving the resolution process.

This is a remote opportunity based in Ontario.

Who you are

You have honed your skills in customer technical support, ideally within a SaaS or related field. You are a trusted advisor and a continuous learner. You thrive on tackling complex customer challenges, understanding their needs, and providing effective solutions. You are proactive and demonstrate a high level of accountability and ownership.

What’s in it for you

Autonomy. You will own the resolution process, providing personalized solutions tailored to each user's needs. Your insights will directly contribute to product enhancements.

Technical challenges. Our customers have on-site subject matter experts trained by our Delivery Consultants to resolve minor issues. You will take on issues that are complex, spanning across two products, web and mobile applications, and customized configurations.

Impact. Our customers recognize and value our relentless focus on their success. We scrutinize our work, give feedback openly, and ensure we build the right features and products. You will share in the satisfaction of having happy customers.

Career development. We foster a culture of learning and continuous improvement and respect work-life balance. You will be part of a company that fosters collaboration and openness. You will embrace opportunities to offer help, accept coaching, and participate in internal training. Whether you want to pursue team leadership or transition into Implementation or Delivery, as we grow, so will opportunities to advance your career.

What you will focus on:

• Incident response and technical assistance. You will handle incident responses and support requests submitted via email or our portal, providing Tier 2 customer support across one or both of our platforms. Your responsibilities will include troubleshooting issues related to production databases, configuration, and coding—focusing on optimization, data integrity, and performance. Additionally, you will work cross-functionally with Development, Production, and Implementation teams to resolve issues affecting individual users, clients with custom configurations, or global users.
• Knowledge base management. You will assist the Customer Success team with reporting and tracking issues and solutions. You will maintain and improve our knowledge base by creating and updating documentation. You will proactively develop resources to empower end-users and improve support efficiency.
• Product growth. You will identify themes and opportunities for product improvement. You will work closely with the Development and Delivery teams to assist in testing fixes, new features, and updates.

What you bring:

• The solution orientation. You are naturally curious and driven to investigate. You can meticulously analyze complex technical issues, follow a structured process, and think critically to identify and resolve root causes. You have the technical acumen to assess severity, assign urgency, and coordinate appropriate solutions, whether a hotfix or a broader configuration or database update.
• The support experience. You have experience managing tickets from end to end. You know how to triage issues, assign priorities, and conduct investigations. You are focused on solving problems within SLAs and communicating status and resolutions to customers. You have experience working cross-functionally to resolve complex technical issues.
• The technical experience. You have worked on a Tier 2 IT help desk or in a similar technical function. You are adept at quickly mastering new technologies. You have used ticketing systems such as Freshdesk, relational databases such as MongoDB, and performance monitoring and debugging tools such as Datadog or Sentry. You have general knowledge of API requests and responses. TypeScript (JavaScript) is a plus.
• The interpersonal skills. You can translate complex technical details to a non-technical audience. You can build trusting relations and work efficiently across teams, both in person and remotely. You are quick to adapt when priorities shift and take feedback well. You are comfortable with ambiguity and are willing to figure things out when no clear, defined path or process is outlined.
• The growth mindset. You are naturally curious and open to learning from others and independently. You acknowledge your mistakes and can adapt to setbacks. You are resourceful and can use new knowledge to solve problems. You are passionate about staying current with the latest tools and best practices.

Why join?

SuiteSpot is a fun place to work, dedicated to solving problems with resilient and scalable solutions. We have a reputation for meeting our clients’ needs, building new features and functionality, and supporting integrations and implementation far beyond the go-live.

We're a small team without big egos, willing to contribute wherever we are needed. We hold our values - passion, integrity, and execution - up high, taking ownership and accountability for our individual impact, expanding our knowledge, and advocating for change and each other. We take our work very seriously but never take ourselves too seriously. Our company culture promotes ongoing learning and team building. We bring people together a few times a month to discuss deliverables and individual professional development goals and to connect at social events.

At SuiteSpot, we embrace the whole person and offer flexible, remote working options, a competitive compensation package, and a comprehensive benefits package that starts on day one.

Apply now.

At SuiteSpot, we recognize that not everyone takes the same path when building their skills; we value diverse skills, approaches, education, and experience. If you meet 70% of the qualifications we are looking for and you are looking for a challenging career, we invite you to express your interest here.

What you can expect from our hiring process:

• A virtual interview with a senior Talent Advisor to discuss your experience and interest in the role.
• A virtual interview with a Technical Support Lead and Director of Delivery to review your technical knowledge and experience. You will have a chance to ask questions about the clients and the products.
• A final virtual interview with the CTO to answer any questions you may have.

At SuiteSpot, we're committed to diversity, equity, and inclusion. We welcome and appreciate candidates from diverse backgrounds, including women, persons with disabilities, Black, Indigenous and People of Colour (BIPOC), the 2SLGBTQIA+ community, and other equity-seeking groups.

SuiteSpot welcomes and encourages applications from people with disabilities. Should you require accommodations in any part of the interview process, please contact us at [e-mail] and we will be happy to assist you.