Technical Support Specialist/Spécialiste du support technique

Local Logic; Montreal; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A tech-driven company in Montreal is seeking a Technical Support Specialist to ensure customer satisfaction through exceptional technical support. You'll engage with clients and internal teams, trouble-shoot technical issues, and assist in onboarding processes. Ideal candidates will have at least a year of technical support experience, strong communication skills, familiarity with REST APIs, and a proactive approach to problem-solving. This role offers a hybrid work model with opportunities for professional growth.

Benefits

Stock options

Generous vacation policy

Full health and dental benefits

Professional development credits

Qualifications

• 1+ years of experience in a technical support or technical solutions role.
• Proven experience working with REST APIs and HTTP protocol.
• Proficiency with JSON and comfort with SQL queries.

Responsibilities

• Resolve technical support tickets with professionalism.
• Document customer-reported bugs in APIs and SDKs.
• Assist onboarding by filtering data via SQL queries.

Skills

Technical support experience

REST APIs

SQL proficiency

Strong communication skills

Organizational skills

Tools

Postman

CLI tools

Python

Job description

Our Mission

At Local Logic, our mission is to help make sustainable, equitable, and prosperous cities through the power of data.

We started our journey at McGill University’s urban planning department, where we came to see that cities were being developed in all kinds of unsustainable ways. Why were sprawling suburbs still being built when doing so would increase pollution and inequality? Why were new business parks being built far from mass transit, when doing so would make traffic congestion skyrocket? Why was social housing being built in places that would exacerbate social problems rather than improve them?

It became clear to us why: cities are incredibly difficult to understand. But we realized that with recent advances in data science, all the complexity of cities could be made simple enough for anyone to understand. And that understanding would be essential to making the sustainable, equitable, and prosperous cities that we so desperately need.

Today, we transform complex urban environments into understandable insights, empowering real estate developers, investors, governments, and consumers to make smarter, more sustainable decisions.

Our AI‑powered platform draws on billions of data points to describe the fabric of cities—everything from how quiet a street is to how accessible it is by public transport. We’ve already helped millions of people find their next home by partnering with the leading real estate platforms in the U.S. and Canada. Backed by Series B funding, we’re growing our team and deepening our impact.

As Technical Support Specialist

Your role is critical to ensuring a smooth, efficient, and satisfying experience for Local Logic’s clients—especially developers and integration partners—through exceptional technical support.

You will own the technical support function and serve as a vital bridge between our clients and internal teams. This is not a generalist customer success role: this position is specifically focused on technical troubleshooting, bug reproduction, onboarding assistance, permissions management, and support enablement. Your work will enable our customers to confidently integrate and operate Local Logic products, while also helping to shape and scale our support processes as we grow.

You bring your own perspective and challenge the way we do things for better. You speak up, ask questions when you don’t understand, and take ownership of your work.

Key Responsibilities

Customer Support & Technical Troubleshooting

• Respond to and resolve technical support tickets with professionalism and clarity.
• Reproduce and document customer‑reported bugs in Local Logic’s APIs and SDKs.
• Guide customers through product usage via CLI tools, API testing (e.g., Postman).
• Triage and escalates complex issues to the appropriate internal teams using well‑documented JIRA tickets.
• Use diagnostic tools and logging to investigate client‑side and server‑side issues.

Customer Access & Onboarding Support

• Set up, edit, and disable customer accounts and permissions.
• Maintain the integrity of customer‑related credentials, including managing 1Password vault entries securely.
• Assist onboarding by filtering or extracting data via SQL queries or scripts (e.g., subsets of neighborhoods).
• Support SSO integrations by coordinating technical requirements and, where possible, executing integrations.
• Generate and deliver bulk files when needed.

Internal Collaboration

• Route product feedback and feature requests to product, engineering, or other appropriate teams.
• Contribute to the design and iteration of scalable technical support processes and tooling.

Required Skills and Experience

• 1+ years of experience in a technical support or technical solutions role, ideally within a SaaS or API‑driven environment.
• Proven experience working with REST APIs, HTTP protocol (GET vs POST, headers, CORS), and common tools like Postman or curl.
• Proficiency with JSON and comfort with SQL for querying datasets.
• Hands‑on experience with CLI tools and basic Python scripting is a plus.
• Familiarity with authentication concepts like JWTs and SSO.
• Strong communication skills, especially written: clear, concise explanations are critical.
• Demonstrated ability to manage multiple priorities and context‑switch effectively.
• Basic understanding of web security principles and credential management.

Who You Are

• A quick thinker with strong analytical and problem‑solving skills.
• Proactive and resourceful, you do not just raise problems, you help solve them.
• Comfortable navigating a diverse ecosystem of APIs, SDKs, dashboards, and developer tools.
• Organized, detail‑oriented, and eager to improve the customer experience through operational excellence.
• Passionate about helping customers and being part of a mission‑driven company that shapes the cities of tomorrow.

Why Work Here

• Join a mission‑driven company building more equitable, sustainable cities through data.
• Be part of a collaborative, inclusive, and growth‑oriented team.
• Get access to stock options, a generous vacation policy, full health and dental benefits, and professional development credits.

Split your time between our Montreal office and the comfort of your home with our flexible hybrid work model.

Diversity & Inclusion Commitment

We’re committed to building a diverse team and an inclusive culture. Local Logic is an equal‑opportunity employer and does not discriminate based on race, gender, sexual orientation, disability, or any other protected status.

If you’re excited to make a tangible impact by empowering customers and improving how we deliver technical support, we want to hear from you!