Technical Support Engineer

Overview

Provide technical support for assigned enterprise software customer accounts, troubleshooting issues and coordinating resolution across internal teams.

What you'll do

• Manage customer communication and expectations.
• Provide phone, email, and chat support.
• Troubleshoot and debug customer problems.
• Coordinate customer issues with Engineering, Sales, and Field Engineer teams.
• Transition product issues and enhancements to the appropriate teams.
• Escalate critical issues to the Technical Support Manager.
• Participate in the assigned product team's on-call rotation.

What you'll need

• 5+ years of enterprise software customer support and/or IT-related support.
• Bachelor's degree or equivalent experience in a related technical field.
• Advanced Windows Server and Active Directory administration experience.
• Advanced networking experience, including DNS, port testing, packet captures, and TLS.
• Intermediate UNIX/Linux administration experience.
• Intermediate Azure/Entra ID and AWS IAM experience.
• Strong technical investigation, communication, and customer service skills.

Nice to have

• Kubernetes, Terraform, REST APIs, scripting, Jenkins, cloud, virtualization, monitoring, database, security, and compliance experience.
• Experience with AI chatbots, webhooks, identity federation, and OIDC flows.

Details

• Location: Canada.
• Work mode: Remote.