Senior Technical Support Engineer

Founded in 2019 and headquartered in Burnaby, British Columbia, Univerus is a fast-growing enterprise software company specializing in vertical market solutions. With over 360 employees, more than 25 acquisitions, and a global customer base exceeding 3,500 organizations, Univerus delivers mission-critical technology across public and private sectors. Our flagship product, Unity ERP, powers operations in local government, utilities, construction, manufacturing, health and safety, education, and beyond.

Learn more at univerus.com.

As part of the Univerus family, PDS combines over 50 years of human capital management expertise, now enhanced by the broader innovation and resources of Univerus. PDS’ Vista® is the complete HCM software solution Built to Empower. All the pieces— human resources, payroll, benefits, recruiting, onboarding, time and attendance, self-service, analytics, extensive reporting, and workflow—on-premises or in the cloud, come together to simplify your business practices and processes.

POSITION DETAILS:

Hours: 8:30 AM to 5:00 PM ET, Monday to Friday

Salary Range: $82,000-$110,000 per year

Location: Remote CANADA/USA

This is a replacement position.

Job Function:

ROLE OVERVIEW:

The Senior Technical Support Engineer provides hands‑on technical support to customers and internal teams for the PDS human capital management (HCM) platform, which is deployed both onpremises in customer environments and as a cloud managed service. This role is fully remote and requires solid technical depth in SQL, Microsoft SQL Server, IIS, and Windows, along with the ability to research, reproduce, and resolve customer issues accurately and in a timely manner.

ORGANIZATIONAL RELATIONSHIP:

The Senior Technical Support Engineer reports to the Director of Customer Support and works collaboratively with other support engineers, product development, and cloud operations to ensure timely and eIective issue resolution.

Job Requirement:

KEY RESPONSIBILITIES:

• Respond to, troubleshoot, and resolve customer support tickets for the HCM platform across both on‑premises and cloud managed service environments
• Research and reproduce reported issues using SQL queries against SQL Server databases, application and IIS logs, and Windows event logs
• Diagnose issues spanning the application, database, web (IIS), and Windows server layers, and elevate with clear, well‑documented findings when required
• Meet or exceed published response and resolution targets, keeping customers informed of status throughout the life of the ticket
• Interpret and trace through code (SQL, C# preferred) to help diagnose and understand reported issues
• Support cloud managed service operations, including environment configuration, upgrade and patching assistance, and monitoring follow‑up
• Collaborate with other support engineers to troubleshoot and resolve customer and employee issues
• Document solutions, processes, and best practices to support continuous improvement of support operations
• Assist in evaluating and validating reported defects, enhancements, and technical concerns with product development
• Participate in remote support activities as needed, including scheduled after‑hours coverage

BASIC QUALIFICATIONS:

• 5+ years of experience in a technical support, application support, or customer support engineering role
• 3+ years of hands‑on experience with the SQL language, including writing and troubleshooting queries, joins, and stored procedures
• Hands‑on experience administering and troubleshooting Microsoft SQL Server, including query analysis, execution plans, backups and restores, and tracing tools
• Hands‑on experience with IIS, including site and application pool configuration, bindings, certificates, and log analysis
• Hands‑on experience with Windows Server and Windows client troubleshooting, including services, permissions, and Event Viewer
• Demonstrated ability to independently research, reproduce, and troubleshoot customer issues and drive them to resolution in a timely manner
• Ability to read and interpret programming code and trace logic through application workflows (SQL, C# preferred)
• Strong problem‑solving and analytical skills, including root‑cause analysis
• Excellent written and verbal communication skills for interacting with customers and internal teams
• Ability to manage multiple competing priorities in a dynamic support environment

PREFERRED QUALIFICATIONS:

• BS degree in Information Technology, Computer Science, Information Systems, or a related technical field
• Experience supporting or working with HR, payroll, benefits, or other human capital management software
• Experience with PowerShell or similar scripting for support automation and diagnostics
• Experience supporting software in both on‑premises customer environments and cloud or hosted environments
• Familiarity with Azure or comparable cloud platforms and managed service delivery models
• Experience with ticketing and defect‑tracking tools such as Jira

WHAT WE OFFER:

• Health and Dental Coverage
• RRSP/401k
• EFAP
• Generous Paid Time Off
• Flexible Work Environment
• Education Reimbursement Program

Additional Notes

Univerus is proud to be an equal opportunity employer. We are committed to creating an inclusive and respectful workplace where everyone feels valued, supported, and empowered to contribute fully. We welcome applications from candidates of all backgrounds, abilities, and experiences, including but not limited to Indigenous peoples, racialized persons, women, LGBTQ2S+ individuals, persons with disabilities, and veterans.

If you require accommodation at any stage of the recruitment process, please let us know. We are committed to working with you to ensure your needs are met.

Please note that we may use AI as part of our recruitment and hiring process. While we may incorporate select AI features to enhance process efficiency, we remain committed to human‑led decision making. We recognize that AI is not perfect, so all AI‑generated outputs are subject to human review to ensure accuracy and fairness. Our goal is to use technology to support, not replace, thoughtful human decision‑making in recruitment and hiring.

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