Technical Support Engineer troubleshooting APIs, connectors, and data integrations for Airbyte, an AI - agent data platform. Supporting customers and shaping product improvements remotely in Canada.
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Technical Support Engineer – Technology Services
Posted 6 months ago
About the role
- Technical Support Engineer providing support for InsurTech applications and Microsoft services at Neilson Financial Services. Focusing on customer experience and technical troubleshooting in a hybrid role.
Responsibilities
- Own support tickets end‑to‑end (incidents, requests, problems, changes), from triage through resolution, with clear communication and accountability
- Deliver excellent, customer‑focused support to colleagues across the Sydney office and beyond
- Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and collaboration tooling
- Troubleshoot issues across internal applications, integrations, and cloud services, escalating with clear context when deeper fixes are required
- Support user onboarding and offboarding, access requests, group membership, and permissions using Entra ID / Azure AD and related tools
- Monitor service and application health, respond to alerts, and follow or improve runbooks
- Perform structured investigation of issues using logs, dashboards, and available diagnostics
- Participate in root‑cause analysis and problem management, contributing ideas that prevent recurrence
- Maintain and improve documentation, knowledge articles, and support procedures
- Partner with Infrastructure on device setup, endpoint support, and environment hygiene when required
- Safeguard sensitive data and systems by enforcing least‑privilege access, auditability, and strong PII handling practices
Requirements
- Proven experience in Technical Support, Application Support, or IT Service Operations within a professional or enterprise environment
- A strong customer‑first mindset —you communicate clearly, listen well, and build trust with both technical and non‑technical colleagues
- Demonstrated ability to work independently, take ownership, and drive issues to resolution without constant guidance
- Strong experience in a Microsoft‑first environment , including Microsoft 365 and Windows‑based endpoints
- Solid understanding of identity and access management concepts (users, groups, permissions, access controls)
- Experience working with ITSM tools such as Zendesk, ServiceNow, or Jira Service Management
- Comfort working alongside engineers and platform teams, providing clear problem statements and validating fixes
- Ability to use monitoring tools, logs, and dashboards to assist with investigation and escalation
- Basic scripting or automation experience (e.g. PowerShell, Python) to improve efficiency and reduce manual work
- A mindset of continuous improvement—you look for better, simpler, more reliable ways to support the business
Benefits
- Comprehensive health and dental coverage
- RRSP matching to help support your financial future
- Generous paid time off to recharge and reset
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