Key Responsibilities:
- Work closely with our Heroic Support team to investigate, troubleshoot, and resolve escalated technical issues.
- Take ownership of support tickets from initial investigation through resolution, ensuring timely follow-up and clear communication.
- Independently diagnose issues involving our platform, carrier connections, APIs, and eCommerce integrations.
- Analyze application logs, API requests/responses, and system behaviour to identify root causes before escalating to Development when necessary.
- Assist customers and developers through technical calls with API connections, plugins, and integrations.
- Manage internal IT inventory, company devices, and equipment provisioning for employee onboarding and offboarding.
- Provide general internal IT support, including hardware, software, and workstation troubleshooting.
- Utilize GitHub, AI tools, and technical documentation to research issues, improve workflows, and collaborate with Development.
- Create and maintain troubleshooting guides, technical documentation, and knowledge base articles.
- Identify recurring issues and proactively recommend improvements to support processes and the customer experience.
Qualifications:
- Strong technical troubleshooting and analytical skills, with a demonstrated ability to independently research and solve problems.
- Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
- Experience supporting SaaS platforms, web applications, or other software-based products.
- Familiarity with eCommerce platforms such as Shopify and WooCommerce.
- Understanding of REST APIs, JSON, HTTP requests, and common integration issues.
- Familiarity with GitHub and AI-powered tools such as ChatGPT, GitHub Copilot, or similar solutions.
- General knowledge of computer hardware, operating systems, and IT troubleshooting.
- Strong organizational skills, attention to detail, and the ability to manage competing priorities.
- A proactive, accountable, and resourceful mindset, with the initiative to investigate unfamiliar issues and see them through to resolution.
Skills:
- 2-5 years experience in Technical Support related roles
- Excellent English and French verbal and written communication skills
- Experience with SQL, including querying and investigating database records.
- Familiarity with Java, JavaScript, HTML/CSS, or other programming languages.
- Experience with Postman, application logs, or API troubleshooting tools.
- Experience with IT asset management, equipment provisioning, or employee onboarding/offboarding.
- Experience with HubSpot, Zendesk, Freshdesk, or similar ticketing platforms.
- Experience in shipping, logistics, or eCommerce technology.
What we offer:
- We’re in this together - our success relies on working together as a team with other departments and we promote a highly supportive and respectful environment
- FUN! - You’ll have the opportunity to work each day with fun, passionate individuals. Whether it’s a summer outing or friendly competitive contests there’s always a company event on-going.
- Engage with customers and partners from across the country, spanning many industries.
Benefits:
- Full benefits package (vision, dental, etc.)
- Paid Vacation Time
- Company Events
- On-site parking
About the role
Job Type: Full-Time
Salary: $50,000-60,000 CAD/year
Remote Work: Hybrid
