Support specialist ensuring system functionality and user productivity as the first line of technical support. Investigating issues, managing tickets, and provisioning users remotely.
About the role
- Technical Support Engineer providing escalated technical support for AI platform in insurance claims. Collaborating with cross-functional teams to resolve complex issues and maintain platform configurations.
Responsibilities
- Own Tier 2 support: triage, investigate, and resolve issues that require platform knowledge beyond standard troubleshooting
- Manage escalated tickets end-to-end — diagnosis, communication, resolution, and documentation — with clear SLA ownership
- Partner with Support Specialists to pull escalations out of the queue early and prevent customer-facing delays
- Serve as the technical bridge between support and the engineering team when issues require deeper investigation or a product fix
- Act as an escalation resource and technical mentor for Support Specialists, helping develop troubleshooting skills and technical proficiency across the team
- Manage and maintain customer-specific platform configurations — instance settings, workflow rules, and output logic
- Support the Technical Configuration Specialist on complex builds, particularly during implementation and migration periods
- Execute configuration changes independently for established customers and validate behavior in staging environments before release
- Contribute to configuration documentation and internal knowledge base to improve scalability across the team
- Run technical calls independently: configuration walkthroughs, troubleshooting sessions, and feature training
- Translate complex platform behavior into clear, non-technical language for customer teams
- Proactively surface configuration improvement opportunities to CSMs for named accounts
- Support implementation handoffs by providing technical continuity from onboarding into steady-state support
- Document customer interactions, root-cause findings, and resolution patterns for the team knowledge base
- Provide structured feedback to Product on recurring issues and configuration limitations
- Identify recurring customer friction points and partner with Product and Engineering to advocate for scalable solutions
- Work closely with the Director of Technical Success and CSMs to flag account health signals tied to technical blockers
Requirements
- 3+ years in a technical support, platform support, or support engineering role in a SaaS environment
- Demonstrated ability to own and resolve complex, multi-system technical issues independently
- Comfort working with configuration logic, JSON structures, or similar platform-level tooling
- Strong written and verbal communication — you can explain technical issues clearly to both technical and non-technical audiences
- Experience managing escalations, prioritizing competing requests, and communicating status to customers under pressure
- Familiarity with ticketing systems (Jira, HubSpot, or similar) and a structured approach to documentation
Benefits
- Flexible hybrid environment to collaborate in-person at our Toronto HQ.
- Modern employee benefits, including health and dental coverage
- Competitive compensation, with valuable stock options, as we’re still a young company growing very quickly.
- An opportunity to develop very rapidly in your career.
- Access to a learning and professional development fund to help you level up your career while you’re working with us.
- Company events
- Generous Paid Time Off
- Paid Sick Days
- Casual Dress code
- Employee Referral Bonus
- Tuition Assistance
- Plus, many other Recognition Programs!
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Technical Support Engineer providing frontline support for enterprise customers in the fleet mobility industry. Collaborating with product teams to resolve complex technical issues and improve product quality.
Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
Technical and Operations Support Agent responsible for managing caisse computer equipment and IT systems in a hybrid work environment. Solution - oriented with a focus on user support, security, and system maintenance.
Remote Technical Support Representative providing technical support via phone and chat. Joining Geek Squad to assist clients across Canada with technology products.
Senior Technical Support Analyst managing large enterprise Cisco networks and providing ongoing IT support for the City of Toronto. Leading technical projects and ensuring system improvements.
IT Technical Support Specialist providing tech support for Varicent's global workforce. Supporting endpoint devices, collaboration tools, and employee technology experience.
LP
Application Support Specialist – Senior
LinkedIn Recruiter Post
Senior Application Support Specialist needed for a contract role in Toronto, ON. Must have Salesforce and SaaS experience, incident management, and customer service skills.
IT Support Developer providing on - site and remote support for IT and network issues across warehouse sites. Involved in cybersecurity, network operation, and pre - sales solution implementation.
Support Engineer collaborating with engineering to resolve technical issues for a documentation platform. Working on AI - powered agents and automations while diagnosing end - to - end technical problems.