Technical Support Specialist

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