Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
About the role
- Support Engineer collaborating with engineering to resolve technical issues for a documentation platform. Working on AI-powered agents and automations while diagnosing end-to-end technical problems.
Responsibilities
- Partnering with engineering to investigate, resolve, and ship fixes directly - your job isn't to escalate issues, it's to close them
- Opening PRs in production codebases to patch bugs, address edge cases, and improve behavior at the source - because the best support ticket is one that never gets filed again
- Building AI-powered agents, automations, and internal tooling that help the team resolve issues faster and stop them from recurring
- Identifying patterns across support cases and translating them into clear, actionable signals for engineering and product
- Responding to product and technical questions through our support inbox with speed, precision, and care
Requirements
- Strong engineering foundation - CS degree or engineering experience, demonstrated through shipped projects and real GitHub activity
- Some experience in a technical support or developer-facing role is a plus, but engineering chops come first; this role works for a strong new grad or someone with a few years under their belt
- Has directly owned a customer relationship or support queue - not just contributed to one
- Ability to diagnose and resolve technical issues end-to-end, independently
- Exposure to AI tooling, automations, or LLM-based workflows - you've built something with them, not just used them
- Exceptional written communication - your messages are friendly, precise, and professional; customers feel genuinely heard and helped, not just responded to
- A builder mindset - you see a manual process and feel compelled to automate it; you'd rather spend an hour building something that saves ten than do the same task twice.
Benefits
- Competitive compensation and equity
- 20 days paid time off every year
- 401k or RRSP
- $420/mo. wellness stipend
- 100% coverage for Health, dental, vision
- Free Ubers to and from work
- Free lunch and dinners
- Annual team offsite (previously went to Alaska, Hawaii)
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