Technical Support Specialist

INKAS® Group; Toronto; On-site; CAD 75,000 - 100,000; Full time

Job summary

INKAS Group is seeking a Technical Support Specialist to own complex incidents across applications, data, and infrastructure in a high-availability SaaS environment. You will serve as the escalation point, drive resolutions, and maintain system reliability within AWS and distributed cloud infrastructure.

This role demands deep technical depth, proactive problem solving, and the ability to communicate clearly with engineering, DevOps, and product teams.

Qualifications

• 3+ years of experience in Tier 2/Tier 3 Support, Production Support, or Technical Operations
• Proven experience supporting complex, distributed SaaS platforms
• Hands‑on experience with Zendesk or similar ticketing systems
• Experience using Zabbix or comparable monitoring and observability platforms
• Experience working with MongoDB, including MongoDB Compass
• Strong understanding of networking fundamentals (DNS, HTTP/S, TCP/IP)
• Knowledge of REST APIs, webhooks, and service integrations
• Experience with Ubuntu/Linux, log analysis, debugging, and system diagnostics
• Experience supporting AWS environments, including infrastructure, logs, and metrics

Responsibilities

• Act as the primary escalation point for Tier 1 support and unresolved incidents
• Own end-to-end incident lifecycle: triage, prioritization, investigation, resolution, and closure
• Ensure SLA adherence and clear stakeholder communication throughout incident handling
• Lead or contribute to incident response and on-call rotations
• Diagnose complex issues across Web apps, REST APIs, backend services & integrations, and cloud infrastructure
• Correlate logs, metrics, and traces to identify root causes
• Perform detailed root cause analysis (RCA) and implement preventative action
• Monitor system health and performance using monitoring tools
• Investigate alerts, anomalies, and degradation patterns
• Support high-availability systems and production stability
• Investigate data integrity and consistency issues using MongoDB
• Analyze query behavior, data structures, and anomalies impacting system performance
• Validate expected system states and assist in data correction when required
• Troubleshoot authentication and authorization issues
• Support identity solutions (e.g., Keycloak), including SSO, OAuth, and access flows
• Work within AWS environments to support secure and reliable system access
• Partner with engineering, DevOps, and product teams to resolve defects and improve systems
• Support deployments, releases, and configuration changes in production environments
• Contribute to continuous improvement of system reliability and support processes
• Identify and implement automation opportunities
• Maintain and enhance runbooks, SOPs, and knowledge base documentation
• Capture learnings from incidents and institutionalize best practices

Skills

Tier 2/3 support

SaaS platforms

Incident management

Zendesk

Zabbix

MongoDB

Networking basics

REST APIs

Ubuntu/Linux

AWS

On-call rotations

Tools

Zendesk

Zabbix

MongoDB Compass

AWS Console

Job description

• Proven experience supporting complex, distributed SaaS platforms

We are seeking a highly skilled Technical Support Specialist to operate at the core of our production support function. This role is responsible for owning complex incidents, ensuring system reliability, and driving resolution across application, data, and infrastructure layers. You will act as the escalation point for critical issues, working across distributed systems and cloud environments. Success in this role requires strong technical depth, structured problem-solving, and the ability to operate effectively under pressure in a high-availability environment.

INKAS® Group is a disruptive global leader across a variety of industries, specializing in security, defense, manufacturing, and financial services. As a forward-thinking company, INKAS® strives to leverage technology and innovation to solve the problems of tomorrow in order to build a better and more secure future.

Pay Range: $75,000 – $100,000 annually.

Why This Role Could Be A Great Fit

• Work at the center of a mission-critical SaaS environment where your expertise directly impacts system reliability, customer experience, and business success
• Expand your technical knowledge across cloud infrastructure, distributed systems, monitoring platforms, APIs, databases, and identity management technologies while collaborating with experienced engineering and operations teams
• Take ownership of complex production incidents and develop advanced troubleshooting, root cause analysis, and problem-solving skills in a high-impact technical environment
• Play a key role in driving continuous improvement initiatives that enhance platform stability, operational efficiency, and long-term system reliability

What You'll Do

• Act as the primary escalation point for Tier 1 support and unresolved incidents
• Own end-to-end incident lifecycle: triage, prioritization, investigation, resolution, and closure
• Ensure SLA adherence and clear stakeholder communication throughout incident handling
• Lead or contribute to incident response and on-call rotations
• Diagnose complex issues across: Web applications and REST APIs, backend services & integrations, and cloud infrastructure and distributed systems
• Correlate logs, metrics, and traces to identify root causes
• Perform detailed root cause analysis (RCA) and implement preventative action
• Distinguish between application, data, and infrastructure-related failures
• Monitor system health and performance using tools such as Zabbix (or equivalent)
• Investigate alerts, anomalies, and degradation patterns
• Proactively identify risks and prevent incidents before impact
• Support high-availability systems and production stability
• Investigate data integrity and consistency issues using MongoDB
• Analyze query behavior, data structures, and anomalies impacting system performance
• Validate expected system states and assist in data correction when required
• Troubleshoot authentication and authorization issues
• Support identity solutions (e.g., Keycloak), including SSO, OAuth, and access flows
• Work within AWS environments to support secure and reliable system access
• Partner with engineering, DevOps, and product teams to resolve defects and improve systems
• Support deployments, releases, and configuration changes in production environments
• Contribute to continuous improvement of system reliability and support processes
• Identify and implement automation opportunities
• Maintain and enhance runbooks, SOPs, and knowledge base documentation
• Capture learnings from incidents and institutionalize best practices

Required Qualifications

• 3+ years of experience in Tier 2/Tier 3 Support, Production Support, or Technical Operations
• Proven experience supporting complex, distributed SaaS platforms
• Strong track record of managing and resolving high-impact production incidents
• Hands‑on experience with Zendesk or similar ticketing systems
• Experience using Zabbix or comparable monitoring and observability platforms
• Experience working with MongoDB, including MongoDB Compass
• Strong understanding of networking fundamentals (DNS, HTTP/S, TCP/IP)
• Knowledge of REST APIs, webhooks, and service integrations
• Experience with Ubuntu/Linux, log analysis, debugging, and system diagnostics
• Experience supporting AWS environments, including infrastructure, logs, and metrics

Preferred Qualifications

• Familiarity with automation, scripting, or workflow optimization
• Experience in 24/7 high‑availability production environments
• Understanding of authentication and security practices (OAuth, SSO, IAM)

Competencies

• Strong analytical and structured problem‑solving abilities
• Ability to manage multiple priorities in high‑pressure environments
• Clear and effective communication with technical and non‑technical stakeholders
• High level of ownership and accountability
• Ability to operate independently while collaborating effectively across teams
• Maintain composure and clarity under pressure
• Focus on long‑term reliability, not just short‑term fixes

Working Environment

This position operates in a professional, fast-paced, and technical office environment, focused on supporting and maintaining business‑critical SaaS platforms. This role operates on a rotating shift schedule, with shifts from 8:00 a.m. to 4:00 p.m. or 4:00 p.m. to 12:00 a.m. (midnight). The rotation may include two consecutive weeks on the evening shift followed by two consecutive weeks on the regular daytime shift. Candidates must be flexible and available to work occasional weekend shifts as operational requirements dictate.

Equal Employment Opportunity

INKAS® is committed to the principle of equal employment opportunity and to providing a respectful, inclusive, and harassment‑free workplace. Employment decisions are based on business needs, job requirements, and individual qualifications, without discrimination as protected by applicable law.

Artificial Intelligence (AI) Disclosure

In accordance with Ontario’s Employment Standards Act, this job posting discloses that artificial intelligence may be used to support certain aspects of the recruitment process, such as screening or ranking applications based on job‑related criteria. All hiring decisions are subject to human review and oversight.