Technical Support Specialist

Key Responsibilities:

• Work closely with our Heroic Support team to investigate, troubleshoot, and resolve escalated technical issues.


• Take ownership of support tickets from initial investigation through resolution, ensuring timely follow-up and clear communication.


• Independently diagnose issues involving our platform, carrier connections, APIs, and eCommerce integrations.


• Analyze application logs, API requests/responses, and system behaviour to identify root causes before escalating to Development when necessary.


• Assist customers and developers through technical calls with API connections, plugins, and integrations.


• Manage internal IT inventory, company devices, and equipment provisioning for employee onboarding and offboarding.


• Provide general internal IT support, including hardware, software, and workstation troubleshooting.


• Utilize GitHub, AI tools, and technical documentation to research issues, improve workflows, and collaborate with Development.


• Create and maintain troubleshooting guides, technical documentation, and knowledge base articles.


• Identify recurring issues and proactively recommend improvements to support processes and the customer experience.

Qualifications:

• Strong technical troubleshooting and analytical skills, with a demonstrated ability to independently research and solve problems.


• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.


• Experience supporting SaaS platforms, web applications, or other software-based products.


• Familiarity with eCommerce platforms such as Shopify and WooCommerce.


• Understanding of REST APIs, JSON, HTTP requests, and common integration issues.


• Familiarity with GitHub and AI-powered tools such as ChatGPT, GitHub Copilot, or similar solutions.


• General knowledge of computer hardware, operating systems, and IT troubleshooting.


• Strong organizational skills, attention to detail, and the ability to manage competing priorities.


• A proactive, accountable, and resourceful mindset, with the initiative to investigate unfamiliar issues and see them through to resolution.

Skills :

• 2-5 years experience in Technical Support related roles


• Excellent English and French verbal and written communication skills


• Experience with SQL, including querying and investigating database records.


• Familiarity with Java, JavaScript, HTML/CSS, or other programming languages.


• Experience with Postman, application logs, or API troubleshooting tools.


• Experience with IT asset management, equipment provisioning, or employee onboarding/offboarding.


• Experience with HubSpot, Zendesk, Freshdesk, or similar ticketing platforms.


• Experience in shipping, logistics, or eCommerce technology.

What we offer:

• We’re in this together - our success relies on working together as a team with other departments and we promote a highly supportive and respectful environment


• FUN ! - You’ll have the opportunity to work each day with fun, passionate individuals. Whether it’s a summer outing or friendly competitive contests there’s always a company event on-going.


• Engage with customers and partners from across the country, spanning many industries.

Benefits :

• Full benefits package (vision, dental, etc.)


• Paid Vacation Time


• Company Events


• On-site parking

About the role

Job Type: Full-Time

Salary: $50,000-60,000 CAD/year

Remote Work: Hybrid