IT Support Technician providing technical assistance and support using Windows and macOS systems at The Canadian Press in Toronto. Collaborating on IT operations and service delivery in a hybrid work environment.
About the role
- Support Engineer managing technical customer support for Sardine's API-driven platform. Working closely with teams to troubleshoot and resolve customer issues globally with a remote-first approach.
Responsibilities
- Be the first point of contact of customers and quickly and efficiently understand their needs and requests via various channels (email, chat, phone).
- Own, prioritize, and troubleshoot the complex technical issues and provide an excellent solution to the customers
- Be a key source of knowledge on the sardine risk and payment platform, APIs, SDKs, the underlying web-stack technologies, and best practices
- Be innovative and forward-thinking with time to create valuable tools and documentation that will help our team and clients be more successful and self-sufficient
- Provide high-quality technical support to customers via various channels
- Troubleshoot and resolve issues promptly and effectively
- Collaborate with customers to understand their needs and provide tailored solutions
- Develop and maintain in-depth knowledge of Sardine to effectively troubleshoot and resolve customer issues.
- Stay updated on product enhancements, new features, and industry best practices.
- Analyze and diagnose technical issues reported by customers and provide timely resolutions.
- Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.
- Document troubleshooting steps and solutions for internal and external knowledge bases.
- Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.
- Contribute to the development of documentation, tools and processes to streamline support.
Requirements
- 5+ years in a technical support, support engineering, solutions engineering, or software engineering role
- Strong understanding of web technologies, APIs, and cloud infrastructure
- Proficiency with SQL (joins, queries across multiple tables)
- Understanding of REST API and use of tools like Postman
- Ability to work independently and communicate clearly in high-pressure situations
- Experience supporting B2B SaaS products and/or working in fintech or compliance-related environments
- Comfort navigating ambiguity and edge cases in a high-volume ticketing environment
- Bonus: Prior experience coordinating with third-party vendors and support providers
Benefits
- Generous compensation in cash and equity
- Early exercise for all options, including pre-vested
- Work from anywhere: Remote-first Culture
- Flexible paid time off and Year-end break
- Health insurance, dental, and vision coverage for employees and dependents - *US and Canada specific*
- 4% matching in 401k / RRSP - *US and Canada specific*
- MacBook Pro delivered to your door
- One-time stipend to set up a home office — desk, chair, screen, etc.
- Monthly meal stipend
- Monthly social meet-up stipend
- Annual health and wellness stipend
- Annual Learning stipend
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