Technical Support Specialist: AI-Driven Troubleshooter

AirMason, Inc; Canada; On-site; CAD 45,000 - 60,000; Full time

Job summary

AirMason, Inc. in Canada is seeking a Technical Support Specialist to diagnose and resolve platform issues and keep clients unblocked. You will investigate reported problems, review data files, configurations, and integrations, and communicate findings clearly to customers.

This early-career role emphasizes problem-solving, documentation, and collaboration with engineering to improve workflows. You’ll contribute to internal tooling and knowledge base while helping clients understand what

Qualifications

• A Technical or engineering background from degree, bootcamp, self-teaching, internships, or projects.
• Comfort reading and writing basic code or scripts; understanding of how web apps, APIs and data flow between systems.
• Familiarity with CSV files, spreadsheets, data validation, and spotting inconsistencies in data sets.
• A logical, methodical approach to troubleshooting; persistence to investigate independently before escalation.
• Strong written communication; ability to explain technical concepts to non-technical clients clearly and without jargon.
• Genuine curiosity about how systems work and comfort with unfamiliar problems.
• Strong organization, attention to detail, and follow-through on open issues.
• Familiarity with AI tools such as Claude and ChatGPT to improve workflows.
• Comfort working in a fast-paced, highly collaborative environment with shifting priorities.

Responsibilities

• Investigate and resolve client-reported technical issues through Intercom, escalating to engineering with clear context when needed
• Troubleshoot employee data, account configuration, access, SSO, and integration issues
• Review data files for accuracy, completeness, and formatting problems, and help clients correct them
• Reproduce reported bugs, document the steps and conditions involved, and file clear tickets for the engineering team

Skills

Technical background

Code reading/writing

APIs & data flow

CSV data handling

Troubleshooting mindset

Written communication

Problem-solving curiosity

Attention to detail

Organization

Collaborative teamwork

AI tools usage

Adaptability in fast-paced environment

Tools

Intercom

Claude

ChatGPT

Job description

AirMason, Inc. in Canada is seeking a Technical Support Specialist to diagnose and resolve platform issues and keep clients unblocked. You will investigate reported problems, review data files, configurations, and integrations, and communicate findings clearly to customers.

This early-career role emphasizes problem-solving, documentation, and collaboration with engineering to improve workflows. You’ll contribute to internal tooling and knowledge base while helping clients understand what