Support Engineer troubleshooting complex API, integration, and production incidents for OpenAI’s Premium Support customers. Improving reliability through monitoring, runbooks, automation, and postmortems.
About the role
- Technical Support Analyst providing technical support and customer service at Transoft Solutions. Delivering exceptional service in a hybrid work environment with responsibilities in diagnosis, documentation, and team collaboration.
Responsibilities
- Provide timely technical support by troubleshooting, diagnosing, and resolving customer issues.
- Reproduce and diagnose reported issues by simulating customer scenarios in controlled test environments.
- Create clear, well-structured documentation including incident reports and technical tips.
- Support QA, Development, and Product Management teams by executing test cases and validating fixes.
- Report software issues and customer-driven feature requests collaborating with development teams.
Requirements
- Diploma in engineering or computer-related discipline
- 2–3 years CAD drafting experience (AutoCAD/MicroStation/BricsCAD)
- Zendesk experience an asset
- Strong communication, problem-solving, and organizational skills
- Ability to work scheduled shifts including statutory holiday coverage
Benefits
- Flexible working environment
- Employee programs and benefits focused on healthcare
- Retirement savings
- Rewards and recognition
- Professional growth and development opportunities
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