Support Engineer III resolving complex software issues and building Zendesk automations. Supporting Blackpoint Cyber’s cybersecurity threat hunting, detection, and remediation platform.
About the role
- Customer Technical Support Engineer providing technical support for transit agencies globally. Troubleshooting issues and ensuring client satisfaction in a remote role requiring fluency in French.
Responsibilities
- Act as the primary contact for 1st and 2nd line technical support via phone and email
- Diagnose and troubleshoot incidents, collaborating with Product and Engineering to ensure timely resolution
- Manage incident reports, customer communications, and escalations, ensuring service levels are met
- Resolve technical and non-technical issues in a professional and customer-centric manner
- Investigate platform and hardware issues across our Justride system
- Assist with customer configurations for special events and ticketing programs
- Deliver training to customers via video conferencing and occasional in-person sessions
- Create and maintain internal documentation, FAQs, and technical reference materials
- Build a deep understanding of our products and how they’re used in real-world scenarios
- Participate in on-call rotations during critical launches and go-live periods
Requirements
- Proven experience in a client-facing technical support or engineering role
- Strong technical skills with a methodical, investigative approach to problem solving
- Fluency in French and excellent communication skills in both French and English
- Comfortable working independently and collaboratively in high-pressure environments
- Familiar with support tools and platforms such as Salesforce or Zendesk
- Keen to share knowledge and mentor others
- Experience with relational databases (SQL) (Nice to Have)
- Knowledge of frontend, backend or mobile tech (HTML, CSS, JavaScript, JSON, Swift, Objective C, Kotlin, Java) (Nice to Have)
- Familiarity with REST APIs and version control systems like Git (Nice to Have)
- Experience with cloud platforms, especially AWS (Nice to Have)
- Background in the transit or mobility industry (Nice to Have)
Benefits
- 20 days of vacation per year (in addition to regional public holidays). On top of this, our office is shut every year between Christmas and New Year, totaling 28+ days of vacation
- Private Healthcare and Life Insurance via GP (EOR)
- Menopause support
- Corporate workstation
- Training allowance of up to $1300 CAD per year
- $325 CAD per year to spend on your home office
- $50 CAD per month in team building
- Ability to work for up to 3 months per year from any country in the world
- Enhanced family leave
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