Technical Support Specialist supporting Greenhouse customers through email, chat, and video. Troubleshooting hiring - platform issues and guiding product improvements.
About the role
- Technical Support Specialist supporting Citizen One and Drupal customers at digital-trust company Portage CyberTech. Troubleshooting applications, managing SQL data, and validating deployments in hybrid Montreal role.
Responsibilities
- Respond to support requests and tickets via email or customer portal
- Participate in customer meetings via Zoom and Microsoft Teams
- Follow documented troubleshooting procedures and provide clear explanations
- Analyze reported issues by reviewing logs, error messages, and system behavior
- Reproduce issues in test or non-production environments
- Escalate complex issues to senior engineers or development teams
- Manage, categorize, and update tickets in accordance with established processes and SLAs
- Use SQL to query, modify, or delete account-related data
- Identify and correct data inconsistencies according to established procedures
- Perform post-deployment or post-configuration-change validation
- Maintain knowledge of Citizen One and Drupal products
- Write and update knowledge base articles, FAQs, and internal documentation
- Communicate with customers, manage expectations, and provide updates
- Participate in team meetings, training sessions, and knowledge-sharing activities
- Follow internal processes, incident response procedures, and quality standards
- Occasionally participate in evening or weekend deployments
- Participate in an on-call rotation, if required
- Provide technical support to customers and troubleshoot application issues
- Validate deployments and contribute to improvements in support processes and product documentation
Requirements
- 1–3 years of experience
- Diploma or degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
- Basic to intermediate SQL skills, including SELECT queries, joins, and filtering
- Working knowledge of PHP or backend web applications
- Familiarity with relational databases such as MySQL, PostgreSQL, and MariaDB
- Experience with ticketing systems such as Jira, Zendesk, or ServiceNow
- Basic understanding of web technologies, including HTTP, APIs, and authentication
- Fluency in both French and English
- Fluency in English is required for some positions
- Knowledge of Linux or command-line tools is an asset
- Experience with Git or version control systems is an asset
- Interest in cloud or hosting environments is an asset
- Knowledge of support best practices or ITIL principles is an asset
- Curious, detail-oriented, service-focused, self-motivated, professional, and organized
Benefits
- 100% employer-paid health benefits
- Dollar-for-dollar RRSP matching up to 6%
- Flexible work options — remote, hybrid, and on-site opportunities
- Competitive paid time off program supporting work-life balance
- Employee referral bonus program
- HSA and office equipment stipend
- Career growth and advancement opportunities within a growing company that prioritizes internal talent
- Meaningful work that helps build digital trust across Canada
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