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Added 1 hour ago
T
Director, Data Platform Engineering
TD
Toronto, ON
- Full-time
As the Director, Data Platform Engineering, you will define and execute the strategy, architecture, and engineering roadmap for the Global Transaction Banking (GTB) Data Platform. Built on…
Added 1 hour ago
PS
Senior Business Analyst
Persistent Systems
Halifax, NS
- Full-time
We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what's…
Added 2 hours ago
AB
DevOps Automation Engineer (OpenShift / .NET / CI/CD)
Ateko, backed by Bell Canada
Mississauga, ON
- Contract
7+ years in DevOps, Platform Engineering, Release Engineering or software delivery.
Added 2 hours ago
K
Paid Social Manager
Klick
Toronto, ON
- Full-time
…powered by 500+ in-house medical experts and award-winning data science and AI capabilities. Founded in 1997, we have offices in Toronto, New York, Oxford, London, Cambridge, Cardiff,…
Added 2 hours ago
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Forward Deployment Engineer Lead- Commercial
''
Toronto, ON
- Full-time
- Other
…Commercial domains. The position also collaborates across AI Platform & Engineering, Knowledge Engineering, AI Deployment & Enablement, Governance & Operations, and senior business…
Added 3 hours ago
NB
Senior AI Scientist
National Bank of Canada
Montreal, QC
- Full-time
A career as a Senior Artificial Intelligence (AI) Scientist on the AI Factory team at National Bank means playing a key role in evaluating, optimising and monitoring the performance of AI…
Added 4 hours ago
SP
Technical Architect Director - PubSec - Mulesoft Canada
Salesforce Partner Canada
Toronto, ON
- Full-time
The Director, Data Foundation Delivery is a senior leader who owns the strategy, architecture, and successful delivery of enterprise Data Foundation engagements for Salesforce Professional…
Added 5 hours ago
SL
Senior / GeoSpatial Manager
Singapore Land Authority (SLA)
SK
- Full-time
The Senior / Geospatial Manager is a key member of the Geospatial Services team, driving geospatial capability building across Singapore. The team delivers geospatial solutions, analytics,…
Added 7 hours ago
F
Senior Software QA Specialist – FortiGate Cloud
Fortinet
Burnaby, BC
- Full-time
…Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Senior Software QA Specialist to contribute to the success of our rapidly…
Added 7 hours ago
Director, Operations, AI Data Centre
Bell
Regina, SK
…future. Through the development and operation of hyperscale AI data centres, Bell is creating the secure, resilient, and sustainable digital foundation needed to support artificial…
Added 8 hours ago
C
Finance Lead, Planning & Analysis
CBRE
Toronto, ON
- Full-time
In addition to our core facility and project management capabilities, our platform offers direct access to our Best-in-Class services, including ESG, Security Consulting, Workplace…
Added 8 hours ago
MH
Junior/Senior Full-Stack Developer (AI/ML)
ManpowerGroup Hong Kong
Vancouver, BC
- Full-time
Candidates with more experience will be considered as Senior Developer
Added 8 hours ago
SL
Senior AI Engineer
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto Atria
- Full-time
This role will collaborate with architects, product owners, data engineers, security and governance partners, and business stakeholders to deliver AI-powered applications,…
Added 8 hours ago
I
Staff Software Developer (Pre-ID Relo)
Intuit
Toronto, ON
- Full-time
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. Within Workforce Solutions, our Human Capital Management charter builds…
Added 8 hours ago
PC
Senior Associate, Workflows and Automation (Sr. ServiceNow Developer)
PwC Canada
Toronto, ON
- Full-time
As a Senior Associate, Workflows and Automation (Sr. ServiceNow Developer), unlock your potential and embrace the chance to drive meaningful outcomes that’ll elevate your career. Your role…
Added 8 hours ago
D
Senior Consultant, Microsoft Dynamics 365 - Digital Customer
Deloitte
Toronto, ON
- Full-time
We are seeking a Senior Consultant, Microsoft Dynamics 365 on a 1 year fixed term contract to help organizations maximize the value of their Microsoft Dynamics 365 investments through…
Added 8 hours ago
B
Senior Staff Software Development Engineer
BeyondTrust
Canada
- Full-time
Own end-to-end architecture for NHI Governance across its services, the workflow layer it shares with the platform team, and the data lineage from the Insights lakehouse - and decide where…
Added 8 hours ago
L
Senior System Test Engineer
LanceDB
Canada
- Full-time
AI advances at the speed of its research, and research moves at the speed of its data. LanceDB is the AI-native Multimodal Lakehouse: one system where a researcher curates petabytes of…
Added 8 hours ago
I
Senior Software Developer (Pre-ID Relo)
Intuit
Toronto, ON
- Full-time
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. Within Workforce Solutions, our Human Capital Management charter builds…
Added 8 hours ago
SE
Senior AI Software Engineer
Stikeman Elliott LLP
Toronto, ON
- Full-time
Stikeman Elliott is building its own agentic AI platform, with production agents working alongside lawyers on the firm’s matters. Built on the Claude Agent SDK and integrated with the…
Added 8 hours ago
KG
Sr. Analyst, Accounts Payable x 2 - up to 12 month contract
Kinross Gold Corporation
Toronto, ON
- Full-time
Lead the preparation and support review of regular status reports and key metrics/indicators for presentation to senior management, providing a complete and accurate view of the AP…
Added 8 hours ago
L
Senior Associate, Strategy & Market Intelligence
Learneo
Canada
- Full-time
Learneo is a platform of builder-driven businesses, including Course Hero, CliffsNotes, LitCharts, Quillbot, Symbolab, and Scribbr, all united around a shared mission of supercharging…
Added 8 hours ago
R
Senior Atlassian Analyst (Telework/Hybrid)
Radio-Canada
Toronto, ON
- Full-time
…focused on becoming the first organization to provide a digital platform that delivers unique content and experiences for our audiences, by telling stories that reflect who they are. If…
Added 8 hours ago
ES
Data & Analytics Leader/Architect
Epsilon Solutions Ltd.
Toronto, ON
- Full-time
We are seeking an experienced Data & Analytics Leader to help shape and grow enterprise transformation programs across the Banking, Financial Services, and Insurance sector. This role…
Added 8 hours ago
AI
Data & Analytics Leader - BFSI, AI Transformation
Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
Toronto, ON
- Full-time
We are seeking an experienced Data & Analytics Leader to help shape and grow enterprise transformation programs across the financial services sector. This role brings together data…

SharpnexusAI

Technical Customer Operations Specialist

Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Posting language: English
Posted: Oct 13, 2026

Original job description

Overview

We are looking for a motivated, technically capable, and resourceful Technical Customer Operations Specialist to own customer support and help manage operations for a growing AI-powered SaaS platform.

This hands-on role is ideal for someone who enjoys troubleshooting, solving problems, working with customers, and improving how things work.

You will manage customer issues from investigation through resolution, assist with onboarding and platform configuration, coordinate service incidents, and help build scalable support processes.

We value initiative, technical aptitude, strong communication, and personal accountability over years of experience. We want someone who recognizes what needs to happen, takes action, and follows through without constant direction.

This is an opportunity to become a product expert, own an important operational function, and grow with an evolving SaaS business.

Key ResponsibilitiesCustomer Support & Troubleshooting

Own customer support requests from intake through investigation, resolution, and closure.
Independently troubleshoot issues, investigate configurations, reproduce problems, and identify solutions before escalating.
Proactively communicate issue status, next steps, and timelines to customers.
Ensure outstanding requests are tracked, prioritized, and actively driven toward resolution.
Escalate complex issues with clear technical findings and coordinate with engineering to resolve them.

Incident Management & Communication

Proactively manage service disruptions, degraded performance, and third-party outages.
Assess customer impact, coordinate internal responses, and initiate appropriate escalations.
Prepare and deliver timely customer advisories, status updates, and resolution communications.
Develop and maintain incident response procedures, communication templates, and escalation processes.

Customer Onboarding & Configuration

Assist with onboarding new customers and configuring their SaaS environments.
Manage customer accounts, users, permissions, teams, modules, and platform settings.
Troubleshoot onboarding challenges and help customers understand platform capabilities.
Create repeatable onboarding procedures, checklists, and documentation.

Support Operations & Process Improvement

Establish and manage support processes, SLAs, ticket priorities, and escalation procedures.
Maintain accurate support tickets and monitor response times, outstanding issues, and commitments.
Prepare and lead customer support review meetings, tracking issues, risks, and next steps.
Identify recurring problems and implement improvements to workflows, documentation, and customer experience.

Technology, Tools & Automation

Configure and improve tools for support, onboarding, reporting, and operational workflows.
Use AI and automation to improve troubleshooting, documentation, efficiency, and customer communication.
Investigate issues involving APIs, integrations, application logs, and SaaS configurations.
Research and implement practical solutions that improve support quality and scalability.

Required Skills & Experience

Experience in technical support, SaaS operations, IT support, technical implementation, customer success, or a related field.
Strong technical aptitude, troubleshooting skills, and a natural curiosity about how technology works.
Demonstrated initiative, independent problem-solving, and accountability for outcomes.
Excellent written and verbal English communication skills.
Strong organization, attention to detail, prioritization, and follow-through.
Comfortable working with SaaS applications, support tools, administrative interfaces, and cloud-based systems.
Ability to understand APIs, logs, integrations, and basic data flows without necessarily being a developer.
Ability to learn new technologies quickly and work independently in a fast-moving, remote environment.

We welcome ambitious candidates with high potential, even if they have not previously held a senior support position.

Nice to Have

Education in computer science, IT, engineering, or a related technical field.
Experience supporting enterprise SaaS, AI applications, or cloud platforms.
Familiarity with Jira, Slack, Confluence, APIs, AWS, JSON.
Experience with customer onboarding, platform administration, or support process improvement.
Experience using AI assistants, automation tools, or low-code platforms.

What Success Looks Like

Customers stay informed. They receive timely, proactive updates and know what happens next.
Problems get solved. Issues are independently investigated and effectively escalated when necessary.
Nothing falls through the cracks. Requests, commitments, and tickets are actively driven to resolution.
Incidents are handled proactively. Service disruptions trigger coordinated action and communication without requiring management intervention.
Onboarding runs smoothly. Customer environments are configured accurately and efficiently.
Support becomes scalable. Processes, SLAs, documentation, reporting, and automation continually improve.

The Person We're Looking For

You take pride in getting things done. When something breaks, you investigate. When a customer has a problem, you take ownership. When you don't know something, you figure it out. When a process is missing, you help build it.

You're technically curious, resourceful, customer-focused, and excited about AI and emerging technologies. You recognize what needs to happen, take action, and follow through.

Apply About employer

More about this job

Responsibilities

Own customer support issues from investigation through resolution, communicate proactively, and coordinate escalations and service incidents. Support customer onboarding and platform configuration while improving support processes, documentation, tools, and automation.

Requirements

The role calls for experience in technical support, SaaS operations, IT support, implementation, customer success, or a related field, along with strong technical aptitude and independent problem-solving. Candidates should communicate clearly in English, stay organized and accountable, and be comfortable learning SaaS tools, APIs, logs, integrations, and cloud systems.

Skills

Technical Troubleshooting
Customer Support
SaaS Operations
Incident Management
Customer Onboarding
Platform Configuration
API Troubleshooting
Log Analysis
Integration Support
Customer Communication
Support Process Improvement
Ticket Management
SLA Management
AI and Automation
Documentation
Problem-Solving

Visa sponsorship

Not detected in the job text

Keywords

SaaS
AI Applications
Customer Support
Technical Support
SaaS Operations
Incident Management
Customer Onboarding
Platform Configuration
APIs
Application Logs
Integrations
Cloud Platforms
AWS
JSON
Jira
Slack
Confluence
Support Tools
Ticket Management
Service-Level Agreements
Escalation Procedures
Automation
Low-Code Platforms
Troubleshooting
Customer Success
Process Improvement
Documentation
Account Administration
Permissions Management
Remote Work

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