Junior Technical Support Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Address customer inquiries through support tickets, phone calls, and other available channels.

• Oversee assigned tickets from the initial assessment to resolution or escalation, ensuring customers remain updated.

• Pose targeted questions and gather information to comprehend issues, evaluate impact, and identify potential causes.

• Diagnose and replicate issues utilizing tools, logs, documentation, and testing environments.

• Explore application, configuration, browser, network, and environment-related challenges.

• Articulate troubleshooting procedures, findings, recommendations, and solutions to both technical and non-technical audiences.

• Keep thorough and precise records of ticket activities.

• Assess and prioritize requests based on urgency, severity, and customer impact.

• Refer issues that require further expertise, providing clear findings and documentation.

• Collaborate with colleagues, mentors, Engineering, and internal teams.

• Leverage documentation, knowledge bases, community resources, and support tools to address requests.

• Contribute reusable solutions and troubleshooting resources to the Support knowledge base.

• Engage in the incoming support queue and offer phone support as necessary.

• Participate in the on-call rotation and provide occasional after-hours or weekend support for critical incidents and high-impact situations.

⛳️ Requirements

• 0–2 years of experience in technical support, help desk, customer-facing technology, or a similar role.

• A bachelor’s degree in a relevant field, or an equivalent combination of education, technical training, and practical experience.

• Proven experience in delivering customer service or technical assistance in a professional environment.

• Familiarity with SaaS products, web applications, or enterprise software.

• Exposure to APIs, single sign-on (SSO), networking, application troubleshooting, or related technologies.

• Excellent written and verbal communication skills for both technical and non-technical audiences.

• A customer-centric approach characterized by responsiveness and professionalism.

• Systematic troubleshooting and analytical abilities.

• Competence in prioritizing competing requests and managing multiple tasks effectively.

• Good judgment when working independently and knowing when to seek assistance or escalate issues.

• Ability to collaborate effectively as a team member.

• Basic knowledge of PC operating systems and desktop troubleshooting techniques.

• Familiarity with web applications and troubleshooting within browser environments.

• Basic understanding of networking concepts, including TCP/IP and common network components.

• Awareness of SaaS, cloud-hosted, and on-premises application environments.

• Familiarity with application logs and their utilization in troubleshooting.

• Foundational understanding of APIs, integrations, authentication, and SSO.

• A desire to learn new products, technologies, support tools, and troubleshooting techniques.

🏝️ Benefits

• Healthcare benefits.

• Dental benefits.

• Parental planning benefits.

• Mental health benefits.

• Disability income benefits.

• Life and AD&D insurance.

• 401(k) plan with matching contributions.

• Paid time off.

• Fitness reimbursements.

• Variable compensation may be included.