Technical Support Specialist

INKAS® Group; Toronto; On-site; CAD 70,000 - 110,000; Full time

Job summary

INKAS® Group is seeking a highly skilled Technical Support Specialist to own complex incidents and drive resolution across application, data, and infrastructure layers. You will serve as the escalation point for critical issues in a high-availability SaaS environment and work across distributed systems and cloud environments.

The role requires strong technical depth, structured problem-solving, and the ability to operate under pressure while maintaining system reliability.

Qualifications

• 3+ years in Tier 2/3 or production support
• Proven track record of resolving high-impact incidents
• Experience with Zendesk or similar ticketing systems
• Experience with Zabbix or other monitoring/observability tools
• Experience with MongoDB and MongoDB Compass
• Strong networking fundamentals (DNS, HTTP/S, TCP/IP)
• Familiarity with REST APIs, webhooks and integrations
• Experience with Ubuntu/Linux, logs, debugging, and system diagnostics
• Experience supporting AWS environments and cloud infrastructure

Responsibilities

• Act as primary escalation point for Tier 1 support and unresolved incidents
• Own end-to-end incident lifecycle: triage, prioritization, investigation, resolution, closure
• Ensure SLA adherence and clear stakeholder communication
• Lead or participate in incident response and on-call rotations
• Diagnose issues across web apps, APIs, backend services, and cloud infra
• Correlate logs, metrics, traces to identify root causes
• Perform RCA and implement preventative actions
• Differentiate between app, data, and infra failures
• Monitor system health using tools like Zabbix
• Investigate alerts, anomalies, and degradation patterns
• Identify risks and prevent incidents before impact
• Support high-availability systems and production stability
• Investigate data integrity and MongoDB-related issues
• Analyze queries, data structures, anomalies affecting performance
• Validate system states and assist in data correction
• Troubleshoot authentication and authorization issues
• Support identity solutions (SSO, OAuth)
• Work within AWS environments to ensure secure access
• Collaborate with engineering, DevOps, and product teams
• Support deployments, releases, and config changes in production
• Contribute to runbooks, SOPs, and knowledge base
• Identify automation opportunities
• Capture learnings and institutionalize best practices

Skills

Incident management

Troubleshooting

Structured problem-solving

Customer communication

On-call preparedness

Tools

Zendesk

Zabbix

MongoDB

MongoDB Compass

AWS

Job description

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.

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
• 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)
• 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

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.

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.