About the role

Technical Support Engineer providing support for Optix clients in a hybrid role. Managing technical issues and enhancing user experience with the Optix platform.

Responsibilities

Communicating efficiently and effectively with our clients via primarily chat but also occasionally phone
Owning client inbound questions and issues from initial contact until resolution
Becoming a product expert to be able to speak about how Optix works and what it is capable of
Being the one responsible, along with the Customer Success team, to ensure that all clients have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible
Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our clients, offer informed opinions on potential solutions
Debugging complex issues with an understanding of our own codebase and the other potential integrated tools our clients are using
You’ll help train and improve Felix, our AI-powered chatbot, increasing its ability to resolve client queries independently
Triaging tickets to our Customer Success team when there is a client at churn risk and/or an expansion opportunity
Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes
Influencing the direction of the Optix product through daily communication with our clients and consistent collaboration with our product teams

2-3 years of technical support experience
Understanding of web development basics — experience with backend technologies (e.g. PHP and Python), and modern frontend frameworks (Vue, React, or AngularJS) is ideal, but we’re also excited to hear about your skills in other languages and technologies
Experience with MySQL or other relational databases
Understanding of APIs using REST and/or GraphQL, SDKs & Webhooks
You have experience and enjoy helping people or businesses use and get the most out of software
You have excellent communication skills and have the ability to question, clarify, empathize, use appropriate tone and language when working with clients
You have strong problem solving skills and the ability to think critically, troubleshoot, and utilize resources to answer questions
You are excited for a support environment that is constantly experimenting with workflows and automation to drive efficiency
You question the status quo, take ownership of your work, and proactively identify and address issues and opportunities

Competitive salary compensation
Employee Stock Option Plan offering
Excellent health and dental coverage program provided by Sunlife
Mission-driven workplace experience with a positive, collaborative and supportive team culture
Personal and professional growth opportunities
Healthy snacks and locally roasted coffee – slow pour is our jam
Team lunches and socials
Annual health and fitness credit
Fun offsite activities that allow us to reconnect as a team
A beautiful, waterfront Gastown office and a flexible hybrid workplace plan.