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Sidetrade

Technical Support Engineer

Calgary, AB, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Dec 2, 2026
Experience: 2-3 years of experience is required in enterprise-level B2B technical support, application support, or a similar customer-facing technical role
Posting language: English
Posted: Nov 2, 2026

Original job description

Do you thrive on solving complex technical problems and turning customer challenges into success stories? At Sidetrade, we're looking for a driven Technical Support Engineer to join our global Support team. You'll work with enterprise customers across North America and Europe, troubleshoot technical and functional issues, and partner with cross-functional teams to ensure customers achieve maximum value from our innovative AI platform.

About Sidetrade

Sidetrade (Euronext Growth: ALBFR.PA) is an AI-native company dedicated to Order-to-Cash (O2C). Its platform combines O2C applications, autonomous AI agents, and Aimie IQ, an intelligent natural-language interface that helps multinationals accelerate their cash generation, all built on SAFE, the Sidetrade Agentic Framework for Enterprise. Sidetrade operates the world's largest proprietary O2C Data Lake, built on $9 trillion in B2B transactions and millions of buying companies. We use this data to train specialized AI models that monitor, analyze, decide, and act autonomously throughout the O2C cycle. Sidetrade supports companies in 85 countries with 450 employees across Europe, North America, and Asia-Pacific.

We're proud of our 38 nationalities, and these diverse perspectives drive our innovation, one-team culture, and customer-first mindset. Sidetrade has been positioned as a Gartner® Magic Quadrant™ Leader since 2022. We value passion over perfection. So, if you're eager to learn and bring great energy, we want to hear from you. Be you. Grow with us.

Curious about Sidetrade? Catch Aimie in motion: Aimie Video

The role:

As part of Sidetrade's Support team, you will work closely with our customers to understand the challenges they face every day and help them succeed with our platform. You will troubleshoot technical and functional issues, guide customers through solutions, and clearly explain product features to resolve problems.

You will collaborate with Customer Experience, Product, and R&D teams to investigate issues and ensure customers receive timely and effective support.

This role participates in a rotating shift schedule to help provide extended coverage across time zones.

This position is based in our Calgary office with an expectation of between three to four days in office per week.

What you will be doing:

Provide technical and functional support to our customers

Provide innovative solutions for the customer's functional and technical challenges

Resolve complex issues applying analytical problem-solving skills

Manage the escalation process working with Customer Experience, Product and R&D

Become a Product Expert and share best practices with your colleagues

Translating complex technical workflows into clear, structured documentation (process maps, SOPs, runbooks, and user guides)

Collaborating with technical and business stakeholders to validate understanding and keep documentation accurate and up to date

Based in North America, you will ensure the 24x5 and eventual 24x7 coverage with your Europe-based colleagues

Requirements

You should apply if:

2-3 years of experience is required in enterprise-level B2B technical support, application support, or a similar customer-facing technical role

Strong analytical and troubleshooting skills with a structured approach to problem solving

The ability to work in a shift rotation Monday-Friday and occasional weekends:

Day shift: 8-hour shift beginning at 8am

Evening shift: 8-hour shift beginning at 4pm

Strong written and verbal communication skills, with the ability to explain technical issues clearly to customers

Technical knowledge of SQL, Linux, or web application support

A proactive mindset and the ability to take ownership of issues through resolution

Fluency in English

Nice to have:

Experience with Order-to-Cash (O2C) processes, including areas such as invoicing, collections, accounts receivable, or credit management.
Experience and familiarity with support and ticketing tools (Salesforce Service Cloud, Jira, etc.).
Fluency in French

Benefits

Premium office facilities- including a free health club membership, basketball court, golf simulator, food trucks, tenant lounge & bar, bike storage, and more!
Hybrid work model - a flexible mix of in-office and remote days.
Great culture - active Social Club organizing regular team events and activities.
Health & wellness - medical coverage, life insurance, and other wellness programs.
Time off - competitive paid holidays plus public holidays.
Career growth & compensation - competitive salary, equal opportunities, learning & mentorship programs, and advancement support.

Because when you thrive, we all succeed!

We're committed to providing a welcoming and inclusive experience for every candidate.

If you need any accommodation during the hiring process, just let us know.

Agencies

We only accept applications from invited agencies via our Workable portal. Unsolicited CVs sent to managers or HR won't be subject to fees.

Apply About employer

More about this job

Responsibilities

Provide technical and functional support to enterprise customers, troubleshoot complex issues, explain product features, and manage escalations in collaboration with Customer Experience, Product, and R&D teams. Become a product expert, create and maintain clear technical documentation, and help deliver extended support coverage across North America and Europe.

Requirements

Requires 2–3 years of enterprise B2B technical or application support experience, strong analytical troubleshooting skills, clear written and verbal communication, and technical knowledge of SQL, Linux, or web application support. Candidates must be fluent in English, take ownership of issues, and be able to work rotating weekday shifts with occasional weekends; O2C experience, support ticketing tools, and French are advantageous.

Skills

Technical Support
Application Support
Analytical Problem-Solving
Troubleshooting
Customer Communication
SQL
Linux
Web Application Support
Issue Escalation
Technical Documentation
Process Mapping
Standard Operating Procedures
Runbooks
Order-to-Cash Processes
Ticketing Tools
Customer Support

Benefits

Free Health Club Membership
Hybrid Work Model
Social Club and Team Events
Medical Coverage
Life Insurance
Wellness Programs
Paid Holidays
Learning and Mentorship Programs
Career Advancement Support

Visa sponsorship

Not detected in the job text

Keywords

Enterprise B2B Support
Technical Support
Application Support
Order-to-Cash
O2C
Artificial Intelligence
AI Platform
SQL
Linux
Web Applications
Troubleshooting
Analytical Problem-Solving
Customer Experience
Issue Escalation
Product Support
Research and Development
Technical Documentation
Process Maps
Standard Operating Procedures
Runbooks
User Guides
Salesforce Service Cloud
Jira
Invoicing
Collections
Accounts Receivable
Credit Management
Rotating Shifts
24x5 Support
24x7 Support

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