Technical Support Engineer - SaaS Accounting

Canopy, Inc.; Draper, Northern (UT, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible PTO

Health benefits

401(k) match

Mental health resources

Paid parental leave

Nectar recognition program

Company events

Job summary

Canopy, Inc. is seeking a Technical Support Specialist in Utah to diagnose and resolve complex issues impacting our SaaS tax and accounting platform.

You’ll collaborate with Customer Support, Product/Engineering, and Account Management to address high-priority problems and drive improvements. The role emphasizes customer-first communication, cross-functional teamwork, and building deep technical and industry expertise in a collaborative, fast-paced environment.

Qualifications

• Bachelor’s Degree in Computer Science or related fields, or 2-3 years of experience in a Technical Support role.
• Strong understanding of SaaS/web application architecture, including client-server design.
• Familiarity with HTTP/HTTPS, DNS, email protocols and basic API/JSON integration.
• Experience with ticketing and diagnostic tools such as Jira, Intercom, Salesforce, Datadog or Sentry.
• Customer-first mindset with excellent written and verbal communication skills.
• Experience working cross functionally in a fast-paced, team-oriented environment with defined escalation paths.

Responsibilities

• Provide direct technical expertise by diagnosing and resolving complex issues impacting the Canopy platform.
• Act as a critical point of contact for cross-departmental collaboration, working with teams such as Customer Support, Product/Engineering, and Account Management to address high-priority issues.
• Provide analysis on trending or recurring issues to Product and Engineering teams to drive ongoing improvements and enhance cross-functional collaboration.
• Follow defined escalation criteria across Technical Support, Customer Support and Implementation, enabling Canopy customers to experience one connected support experience.
• Take ownership of customer escalations, in partnership with Account Management teams to help reduce churn risk.
• Partner with Customer Support to answer technical product questions, working alongside Support Enablement to keep resolution speed high and escalation volume low.
• Assist in creating and updating knowledge base documentation in partnership with Support Enablement, as our shared knowledge base matures.
• Contribute to process improvements as the team’s operating model evolves.

Skills

Customer-centric communication

Cross-functional collaboration

Troubleshooting

Education

Bachelor's Degree in Computer Science or related field

Tools

Jira

Intercom

Salesforce

Datadog

Sentry

Job description

Canopy, Inc. is seeking a Technical Support Specialist in Utah to diagnose and resolve complex issues impacting our SaaS tax and accounting platform.

You’ll collaborate with Customer Support, Product/Engineering, and Account Management to address high-priority problems and drive improvements. The role emphasizes customer-first communication, cross-functional teamwork, and building deep technical and industry expertise in a collaborative, fast-paced environment.