Technical Support Engineer

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

📋 Description

• Take ownership of and resolve technical support inquiries through the ticketing system.

• Deliver expert technical guidance to Branch clients.

• Analyze intricate issues and bugs by performing replication, log examination, and root-cause analysis.

• Work closely with Account Management, Product, and Engineering teams to represent customer needs and ensure prompt solutions.

• Achieve or surpass deadlines and service level agreements during peak periods.

• Utilize Zendesk, Guru, Notion, and JIRA to document resolutions and enhance the internal knowledge base.

• Stay updated on new technologies and Branch product enhancements to maintain technical proficiency.

⛳️ Requirements

• Minimum of 2 years in a technical, customer-facing position.

• Demonstrated success in delivering exceptional customer experiences.

• Excellent interpersonal abilities.

• Capability to convert complex technical ideas into clear, actionable recommendations.

• Strong knowledge of SQL and APIs.

• Practical experience with Chrome Developer Tools for troubleshooting web applications.

• Ability to handle multiple tasks and manage a considerable number of tickets while maintaining quality and attention to detail.

• Quick learner of new technologies.

• Enthusiasm for addressing complex product and technical inquiries.

• Experience with mobile SDKs or native mobile app coding (preferred).

• Familiar with JavaScript, HTML, and CSS (preferred).

• Previous experience in Mar-tech or a rapidly growing SaaS environment (preferred).

• Must reside in Canada; this position does not offer relocation or visa sponsorship.

🏝️ Benefits

• Annual bonus of 10% linked to company objectives.

• Potential equity opportunities for eligible roles.

• Health and wellness initiatives.

• Paid leave.

• Retirement planning alternatives.

• Comprehensive benefits package.