IT Support Technician providing technical assistance and support using Windows and macOS systems at The Canadian Press in Toronto. Collaborating on IT operations and service delivery in a hybrid work environment.
About the role
- Technical Support Lead at gaiia managing complex customer support inquiries and ensuring support quality. Troubleshooting data and reporting issues while collaborating with Customer Success and Engineering teams.
Responsibilities
- Answer customer support queries alongside the rest of the support team, meeting SLA standards for response and resolution times.
- Take the lead on complex, technical, and data-related support inquiries, particularly those related to reporting and analytics.
- Troubleshoot integrations.
- Help customers with API usage.
- Debug data inconsistencies.
- Troubleshoot workflow executions.
- Troubleshoot authentication issues.
- Build, review, and troubleshoot customer-facing reports and dashboards.
- Help customers understand their data by translating SQL logic and analytics concepts into clear, actionable insights.
- Investigate reporting issues, data discrepancies, and analytics workflows, escalating to Product or Engineering when needed.
- Audit and review support responses to ensure quality, consistency, technical accuracy, and alignment with best practices.
- Monitor team-level SLA performance and support quality, proactively flagging risks or gaps.
- Identify recurring themes across support tickets and surface opportunities for product, reporting, or documentation improvements.
- Own and evolve gaiia’s help center and internal knowledge base, with a focus on technical, reporting, and analytics content.
- Create and maintain documentation, FAQs, and guides that help customers and internal teams better understand gaiia’s data and reporting capabilities.
- Collaborate closely with Customer Success, Product, and Engineering to share customer feedback and influence platform improvements.
Requirements
- 3+ years of experience in technical support, customer support, analytics support, or a similar customer-facing technical role.
- Intermediate knowledge of SQL, including writing queries and understanding joins, filters, and aggregations.
- Experience working with data warehouses, BI tools, data dictionaries or reporting platforms (e.g., Snowflake, PowerBI, Tableau, Explo, or similar).
- Comfort building and troubleshooting complex reports and dashboards.
- Experience creating or maintaining technical documentation and knowledge bases.
- Familiarity with support tools like Zendesk, Intercom, or similar ticketing systems.
- Strong problem-solving skills, attention to detail, and comfort navigating technical ambiguity.
Benefits
- Flexible 25-days of vacation.
- Stock Options Plan.
- Group Insurance.
- Telemedicine.
- Life/Health Spending Account.
- GRSP.
- Flexible working hours & all-remote work.
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