Technical Support Engineer

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

📋 Description

• Oversee and address support tickets within Level 1 and Level 2 queues utilizing HubSpot, while adhering to service levels and quality benchmarks.

• Investigate, replicate, and resolve intricate technical issues escalated from Level 1 support.

• Maintain transparent and proactive communication with customers.

• Manage sensitive or high-stakes customer interactions.

• Escalate significant issues through the appropriate internal channels, including video conferencing.

• Diagnose and resolve challenges related to payment terminals, connectivity, and system integrations.

• Utilize Postman for making and troubleshooting REST API calls.

• Troubleshoot webhooks and integrations with third-party services.

• Analyze front-end technologies and issues related to CMS implementations involving HTML, CSS, and JavaScript.

• Develop solutions or workarounds and verify successful outcomes.

• Document potential product defects, including reproduction steps, evidence, customer impact, and solutions.

• Collaborate with Product, Development, Payments, and other cross-functional teams to facilitate resolution.

• Inform customers and internal teams about new feature updates.

• Adhere to company policies regarding privacy, security, and payment data requirements.

• Educate customers on platform functionalities and best practices.

• Contribute to both internal and external knowledge base resources.

• Act as a technical resource and mentor for Level 1 support team members.

⛳️ Requirements

• A minimum of 2 years' experience in a Level 2 or advanced technical support position, ideally within a SaaS or technology setting.

• Practical experience with troubleshooting REST APIs (e.g., Postman), webhooks, and integrations with third-party systems.

• Background in addressing payment systems, hardware (e.g., terminals), and connectivity challenges.

• Proficient knowledge of HTML, CSS, and JavaScript, especially in diagnosing implementation issues.

• Familiarity with ticketing or case management systems; experience with HubSpot is preferred.

• Candidate must reside in the Eastern Time Zone (Canada).

• Strong technical troubleshooting abilities with a systematic, detail-oriented approach.

• Excellent written and verbal communication skills, capable of conveying technical concepts to non-technical users.

• Strong sense of ownership, judgment, and accountability in addressing customer concerns.

• Ability to manage competing cases and maintain effectiveness under pressure.

• Strong collaborative skills with the ability to work effectively alongside cross-functional partners.

• Commitment to ongoing learning and knowledge sharing.

• Proficient in customer de-escalation techniques and managing challenging interactions with professionalism.

🏝️ Benefits

• Medical

• Extended Health and LTD plan

• Dental

• Vision

• RRSP (with employer match)

• Health Spending Account

• Flexible paid time off