Technical Support Specialist

Who we are

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

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 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.

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.