SaaS Technical Support Engineer - Hybrid Utah

Canopy; South Jordan (UT); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Flexible PTO

Health Benefits

401(k) Matching

Mental Health Benefits

Paid New Parent Leave

Life Insurance & AD&D

Company Events

Job summary

Canopy, a fast-growing SaaS company in South Jordan, Utah, seeks a Technical Support Engineer (TSE) to diagnose and resolve complex issues on our tax and accounting platform. You’ll work across Customer Support, Product/Engineering, and Account Management to ensure top-tier support and customer success.

As a TSE, you’ll analyze trends, follow escalation processes, and help reduce churn while growing your technical and industry expertise in a collaborative, hybrid Utah-based role.

Qualifications

• Bachelor’s Degree in Computer Science or related field OR 2-3 years of Technical Support experience.
• Strong understanding of SaaS/web architecture and client-server models.
• Familiarity with HTTP/HTTPS, DNS, email protocols and REST APIs/JSON/webhooks.
• Experience with Jira, Intercom, Salesforce, Datadog, Sentry.
• Excellent written and verbal communication; ability to translate technical info to non-technical customers.
• Experience working cross-functionally in fast-paced environments with defined escalation paths.

Responsibilities

• Diagnose and resolve complex technical issues impacting the Canopy platform.
• Collaborate cross-departmentally with Customer Support, Product/Engineering and Account Management to address high-priority issues.
• Analyze trends in issues to drive product and engineering improvements.
• Follow escalation criteria across Technical Support and Implementation to provide a unified support experience.
• Own customer escalations with Account Management to reduce churn risk.
• Assist in building and updating knowledge base with Support Enablement as the knowledge base grows.
• Contribute to evolving team processes and operating models.

Job description

Canopy, a fast-growing SaaS company in South Jordan, Utah, seeks a Technical Support Engineer (TSE) to diagnose and resolve complex issues on our tax and accounting platform. You’ll work across Customer Support, Product/Engineering, and Account Management to ensure top-tier support and customer success.

As a TSE, you’ll analyze trends, follow escalation processes, and help reduce churn while growing your technical and industry expertise in a collaborative, hybrid Utah-based role.