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Added 2 mins ago
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- Full-time
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Diligent

Tier 4 Technical Support Architect

Canada

$114,240.00-$157,080.00 · Full-time

Apply About employer

Applications open in a new tab.

Job details

Pay: $114,240.00-$157,080.00
Job type: Full-time
Experience: 10+ years of experience of phone-based Software Application/Technical Support or call center experience supporting end users
Posting language: English
Posted: Oct 27, 2026

Original job description

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.

At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity. The future belongs to those who keep learning, and we are building it together. At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact.

A Day in the Life

As a Tier 4 Technical Support Architect, you will provide an exceptional level of support to customers across all

industries, including many Fortune 500 companies. You will get to dig deep into an exciting GRC software solution

and be a trusted partner to our clients by providing hands on technical expertise. Your passion for technology

combined with a hunger to learn, and a customer-centric attitude will make you successful in this role.

Key Responsibilities

Engineering level subject matter expertise and technical mastery
Serve as a point of contact for their product areas across the entire customer service organization
Collaborate closely with the Product and Development teams to represent customers' needs. Serve as trainers and mentors to the Support team.
Achieve and exceed core role targets as outlined by the management team
Ad hoc duties as required

Required Experience/Skills

10+ years of experience of phone-based Software Application/Technical Support or call center experience supporting end users
Role model the Diligent values of Championing Modern Governance and Driving Client Impact. Be an example of the positive, customer focused attitude the wider team should emulate
Ability to identify the product improvement opportunity
Expert knowledge of Windows Server, IIS, MS SQL scripting, and RESTAPI
Proactive outreach to the Product and Engineering teams when a potential problematic feature is identified
Active Beta and UAT test participation

What Diligent Offers You

Pay Range

$114,240.00-$157,080.00

Incentive Compensation

Offers will be negotiated based on each candidate's qualifications.

This role is eligible to participate in our annual incentive plan. Incentives are earned based on employee performance against defined metrics and company goals.

Benefits

Full-time roles are eligible for our comprehensive benefits program which includes medical, dental and vision coverage. You may also contribute to our 401(k) plan that includes a company match.

Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients. We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs. (among others) Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.

Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney.  To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.

Apply About employer

More about this job

Responsibilities

Provide advanced, engineering-level technical support and subject matter expertise to customers, while serving as a product-area contact across the customer service organization. Represent customer needs to Product and Development teams, mentor Support staff, and help identify product improvements and problematic features.

Requirements

Requires 10+ years of phone-based software application or technical support, or call center experience supporting end users, along with expert knowledge of Windows Server, IIS, Microsoft SQL scripting, and REST APIs. Candidates should demonstrate a customer-focused approach, identify product improvement opportunities, proactively engage Product and Engineering teams, and participate in beta testing and UAT.

Skills

Technical Support
Software Application Support
Windows Server
IIS
Microsoft SQL Scripting
REST APIs
Customer Service
Technical Troubleshooting
Product Improvement
Product And Development Collaboration
Training And Mentoring
Beta Testing
User Acceptance Testing
Customer Advocacy

Benefits

Medical Coverage
Dental Coverage
Vision Coverage
401(k) With Company Match
Flexible Work Environment
Global Days Of Service
Meeting-Free Days
Generous Time Off
Wellness Programs

Visa sponsorship

Not detected in the job text

Keywords

Governance, Risk And Compliance
GRC SaaS
Artificial Intelligence
Large Language Models
Technical Support
Software Application Support
Call Center
Windows Server
IIS
Microsoft SQL
SQL Scripting
REST APIs
Customer Service
Product Improvement
Product Development
Engineering
Customer Advocacy
Technical Expertise
Training
Mentoring
Beta Testing
User Acceptance Testing
Fortune 500

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