Technical Customer Support Advocate resolving complex issues for Procurify’s agentic procurement platform. Building AI - powered documentation, automations, integrations, and customer configurations.
About the role
- IT Product Support Specialist providing Level 2 support for Marsh, a global risk, reinsurance, capital, and management consulting firm. Managing application incidents, databases, APIs, monitoring, and technical resolutions in a hybrid Canadian role.
Responsibilities
- Provide Level 2 application support
- Maintain professional relationships with online business teams and relevant stakeholders
- Triage and clarify incident and service-request tickets
- Coordinate with offshore and onshore reporters, stakeholders, and IT teams
- Identify and implement technical solutions for functionality, sign-on, security-access, reporting, and upgrade issues
- Monitor application and server health, logs, and alerts
- Raise and escalate support tickets and validate fixes through stakeholder testing
- Perform root-cause analysis for high-priority incidents
- Prepare incident reports and communicate findings and next steps
- Provide timely updates on tickets, deployments, outages, and change activities
- Develop client communications for rollouts, downtime, new functionality, training, and documentation
- Follow implementation, support, SDLC, and change-management processes
- Contribute to process, application, and project improvements
- Produce service-management summary reports
- Participate in meetings, on-call, and off-hours support, including weekends
- Work a flexible schedule for off-hours conference calls
Requirements
- Degree in Computer Science or Information Technology
- Hands-on support and development experience with one or more of the MEAN stack, PostgreSQL, MS SQL Server, REST/JSON/GraphQL APIs, Postman/Bruno, and GitHub
- Python scripting knowledge
- Practical experience with Docker and/or Kubernetes
- Experience supporting multi-tier Internet/Intranet applications using common design patterns
- Strong understanding of HTTP methods, REST, JSON, SOAP, and GraphQL API principles
- Familiarity with Apigee and AWS API Gateway
- Experience with ITSM and monitoring tools such as ServiceNow, JIRA, Datadog, or Splunk
- Minimum one year of AI monitoring experience with Datadog or LangSmith
- Basic understanding of traditional AI models and LLMs, including model lifecycle, bias/accuracy, and model drift
- Knowledge of prompt engineering
- ITIL certification is an advantage
- Experience working in offshore–onsite delivery teams is an advantage
- Excellent and effective English communication skills
- Strong debugging, troubleshooting, analytical, and design capabilities
- Strong organizational and time-management skills
- Ability to meet deadlines
- Availability for meetings, on-call, and off-hours support, including weekends
- Ability to work a flexible schedule to accommodate off-hours conference calls
Benefits
- Professional development opportunities
- Interesting work and supportive leaders
- Vibrant and inclusive culture
- Career opportunities
- Health and welfare benefits
- Tuition assistance
- Retirement programs
- Employee assistance programs
- Flexible remote work and office collaboration under Marsh’s hybrid-work model
- Performance-based incentives may be available
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Global Delivery Manager leading delivery pods and SaaS implementations for insurance carriers. Coordinating resources, integrations, upgrades, and scalable customer deployments.
Enterprise Architect shaping Best Buy Canada's technology strategy, architecture governance, and roadmaps. Guiding retail product and engineering teams toward scalable enterprise solutions.
Director leading RPA and intelligent automation architecture at Sun Life, a financial services company. Defining enterprise platforms, governance, roadmaps, and AI - enabled business process automation.
Sun Life enterprise architecture director shaping core - platform strategy, roadmaps, governance, and modernization. Integrating cloud, infrastructure, security, application platforms, and technology investments.
Sun Life enterprise architect leading cloud modernization and AI - enabled automation. Defining architectures, migration roadmaps, and governance across infrastructure and platform technologies.
Senior IT/Telecom Manager leading engineering teams and strategic technology initiatives for CBC/Radio - Canada, Canada’s public broadcaster. Managing infrastructure, projects, procurement and technical standards.
IT Specialist supporting Mac devices, onboarding, inventory, and internal IT operations. Helping Jane’s clinic - management SaaS team streamline support and serve thousands of healthcare businesses.
Enterprise Architect shaping software and platform architecture for CBC/Radio - Canada’s public broadcasting technology. Driving enterprise architecture governance, modernization and business alignment across hybrid work locations.
Remote Help Desk Analyst supporting Government of Alberta applications and stakeholders. Troubleshooting tickets, user accounts, data discrepancies, defects, and application issues.