Technical Support Analyst

Toronto, ON, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Nov 25, 2026
Experience: 2–4 years of experience in technical support, operations support, or application support.
Posting language: English
Posted: Oct 27, 2026

Original job description

Role Purpose

The Support Analyst is responsible for providing first-line technical and operational support across internal systems and partner-facing platforms. This role ensures that issues are triaged, investigated, documented, and resolved efficiently while maintaining a strong service-oriented mindset.

The Support Analyst acts as a bridge between end users and the development team, ensuring that problems are clearly articulated, reproducible, and resolved in a timely manner.

Core Responsibilities

Issue Triage & Resolution

Monitor and respond to incoming support tickets.
Troubleshoot system, data, and user-related issues.
Reproduce reported bugs and document findings clearly.
Resolve straightforward issues independently and escalate complex ones appropriately.

Communication

Serve as a professional point of contact for internal teams and/or partners.
Provide timely updates on ticket status and expected timelines.
Translate technical explanations into clear, business-friendly language.

Testing & Validation

Assist in testing new features and enhancements prior to release.
Validate fixes and confirm issue resolution before closing tickets.
Provide structured feedback to developers.

Documentation

Maintain detailed ticket records and troubleshooting notes.
Contribute to internal knowledge base documentation.
Help identify recurring issues and recommend process improvements.

Qualifications

2–4 years of experience in technical support, operations support, or application support.
Strong troubleshooting and analytical skills.
Familiarity with ticketing systems (e.g., Freshdesk).
Ability to work independently while knowing when to escalate.
Clear written and verbal communication skills.

What Success Looks Like

Tickets are handled promptly and accurately.
Issues are well-documented and reproducible.
Developers receive clear information to resolve bugs efficiently.
Users feel informed and supported.

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More about this job

Responsibilities

Monitor and resolve support tickets by troubleshooting system, data, and user issues, documenting reproducible findings, and escalating complex problems. Communicate ticket updates to users and partners, assist with testing and validating fixes, and contribute to knowledge base documentation and process improvements.

Requirements

Requires 2–4 years of experience in technical, operations, or application support, along with strong troubleshooting and analytical skills. Candidates should be familiar with ticketing systems such as Freshdesk, work independently while escalating appropriately, and communicate clearly in writing and verbally.

Skills

Technical Troubleshooting
Issue Triage
Ticket Management
Bug Reproduction
Incident Documentation
Application Support
Operational Support
Data Troubleshooting
Testing and Validation
User Support
Escalation Management
Written Communication
Verbal Communication
Knowledge Base Documentation
Analytical Skills
Process Improvement

Visa sponsorship

Not detected in the job text

Keywords

Technical Support
Operations Support
Application Support
Freshdesk
Ticketing Systems
Issue Triage
Troubleshooting
System Issues
Data Issues
User Support
Bug Reproduction
Issue Escalation
Ticket Documentation
Testing
Feature Validation
Fix Validation
Developer Feedback
Knowledge Base
Process Improvement
Financial Services
Partner-Facing Platforms

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