Customer Support Engineer diagnosing broadband software and network issues for global service providers. Providing bilingual English - Spanish support, documentation, training, and technical escalations.
About the role
- Technical Support Engineer resolving complex SaaS, payment, hardware, and integration issues for Commerce7 winery customers. Troubleshooting APIs and mentoring Level 1 support.
Responsibilities
- Manage and resolve support tickets across Level 1 and Level 2 queues using HubSpot, meeting service levels and quality standards
- Investigate, reproduce, and resolve complex technical issues escalated from Level 1 support
- Maintain clear and proactive communication with customers
- Handle sensitive or high-impact customer interactions
- Escalate high-impact issues through appropriate internal channels, including video calls
- Diagnose and resolve issues involving payment terminals, connectivity, and system integrations
- Use Postman to make and troubleshoot REST API calls
- Troubleshoot webhooks and third-party integrations
- Analyze front-end technologies and CMS implementation issues involving HTML, CSS, and JavaScript
- Develop solutions or workarounds and confirm successful resolution
- Document suspected product defects with reproduction steps, evidence, customer impact, and workarounds
- Partner with Product, Development, Payments, and other cross-functional teams to coordinate resolution
- Communicate new feature updates to customers and internal teams
- Follow company privacy, security, and payment-data requirements
- Educate customers on platform functionality and best practices
- Contribute to internal and external knowledge base content
- Serve as a technical resource and mentor for Level 1 support team members
Requirements
- 2+ years of experience in a Level 2 or advanced technical support role, preferably in a SaaS or technology environment
- Hands-on experience troubleshooting REST APIs (e.g., Postman), webhooks, and third-party system integrations
- Experience troubleshooting payment systems, hardware (e.g., terminals), and connectivity issues
- Working knowledge of HTML, CSS, and JavaScript, particularly in diagnosing implementation issues
- Experience using a ticketing or case-management system; HubSpot experience is preferred
- Candidate must be located in Eastern Time (Canada)
- Strong technical troubleshooting skills with a methodical, detail-oriented approach
- Clear and concise written and verbal communication skills, with the ability to explain technical concepts to non-technical users
- Strong ownership, judgment, and accountability in resolving customer issues
- Ability to prioritize competing cases and remain effective under pressure
- Strong collaboration skills and ability to work effectively with cross-functional partners
- Commitment to continuous learning and knowledge sharing
- Strong customer de-escalation skills and ability to manage challenging interactions professionally
Benefits
- Medical
- Extended Health and LTD plan
- Dental
- Vision
- RRSP (with employer match)
- Health Spending Account
- Flexible paid time off
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Degree requirement
No Education Requirement
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