Technical Support Team Lead guiding six specialists for a 24/7 B2B SaaS platform serving hospitality and transportation operations. Owning escalations, KPIs, incidents, and support tooling.
About the role
- Technical Analyst troubleshooting TrueContext SaaS forms, mobile apps, APIs, and integrations. Supporting field technicians through customer ticket resolution and incident response.
Responsibilities
- Own customer tickets from initial contact through resolution across email, portal, and phone
- Determine customers' underlying needs and provide appropriate solutions
- Reproduce and diagnose form behavior issues involving conditional logic, repeatable sections, calculated fields, and validation rules
- Diagnose Data Source and Data Destination failures, including refresh schedules, mapping errors, and payload formatting
- Inspect API responses and integration logs to identify the source of failures
- Troubleshoot mobile issues on iOS and Android, including offline sync, device performance, and version mismatches
- Explain configuration changes to customers
- Document bugs clearly for Engineering
- Escalate issues with reproduction paths and business impact
- Communicate with affected customers during platform incidents and close the loop afterward
- Create help articles and internal runbooks for recurring problems
- Maintain accurate ticket categories, statuses, and resolution notes
- Share ticket patterns and customer sentiment with Customer Success and Account Management
- Provide evidence-based product feedback and support trends to Product
- Participate in shared evening and weekend on-call coverage
Requirements
- 2 to 4 years in a technical support or similar customer-facing technical role at a SaaS company
- Ability to narrow vague problem descriptions to a cause
- Comfortable reading API documentation
- Ability to inspect JSON payloads
- Ability to interpret error codes
- Exposure to REST APIs, webhooks, or integration platforms
- Ability to support apps on both iOS and Android is advantageous
- Ability to explain technical causes to non-technical users
- Organized and able to manage a queue of issues
- Ability to remain steady with upset customers and unclear issues
- Jira Service Management or Salesforce Service Cloud helpful but not required
- Background in field service, construction, utilities, or another regulated industry helpful but not required
- Availability for a late shift from 12pm to 8pm ET, Monday to Friday
- Occasional weekend coverage required
- Participation in an on-call rotation for urgent after-hours issues
- Regular time in the Ottawa office required
Benefits
- Company-wide & team social events
- Wellness yearly allowance
- 4 weeks of vacation
- 2 True2ME days
- 1 TrueCrewCares day
- Catered lunches 2x per week
- Office snacks and drinks
- Hybrid work environment (3 days a week in the office)
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Degree requirement
No Education Requirement
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