Senior Technical Support Specialist

XR Extreme Reach•Toronto, ON

27d•$75,000 - $85,000

About The Position

The Senior Technical Support Specialist is a highly skilled, technically focused position that operates at the intersection of support, engineering, and automation. This role serves as a senior escalation point for complex platform issues, a driver of operational efficiency, and a mentor and technical reference for L2 support teams. Unlike traditional support roles, this position actively contributes to automation, tooling, AI-assisted troubleshooting, and process optimization, helping XR scale support quality while reducing manual effort. The role requires strong technical depth, excellent communication skills, and the ability to operate independently in high-impact situations.

Requirements

5+ years of experience in L2/L3 technical support, production support, technical video knowledge, or site reliability–adjacent roles.
Strong hands-on experience with:
Linux/UNIX systems and networking fundamentals
REST APIs, JSON/XML, and backend troubleshooting
SQL (T-SQL, MySQL, or similar) and NoSQL concepts
Scripting (JavaScript, Bash, or equivalent)
Cloud platforms (AWS and/or Azure)
Experience with monitoring, logging, and observability tools.
Familiarity with CI/CD tooling and version control (Git).
Experience working with automation-first support models.
Exceptional problem-solving mindset with strong analytical thinking.
Clear, concise communicator—able to explain complex technical issues to both technical and non-technical audiences.
Strong ownership mentality; comfortable operating independently on high-impact issues.
Highly organized, detail-oriented, and process-driven.
Collaborative team player with the ability to work effectively across time zones and cultures.
Calm and effective under pressure, especially during incidents or outages.
Proactive, curious, and continuously learning.

Nice To Haves

Practical experience using AI-assisted development or support tools (e.g., Cursor, GitHub Copilot, internal LLM tools).
Ability to responsibly apply AI for troubleshooting, automation, and documentation—while validating outputs critically.
Experience designing or improving support automation workflows.
ITIL certification or strong familiarity with ITSM principles.
Experience in media, broadcast, OTT, or digital content platforms.
Experience improving Zendesk or similar ticketing platforms through automation, workflows, or integrations.

Responsibilities

Act as a senior escalation point for complex L2/L3 platform, workflow, and integration issues.
Troubleshoot issues across distributed systems, APIs, cloud infrastructure, and internal platforms (e.g., XR Adstream/ XR ExtremeReach, AppCentral, Phoenix, Prodigy).
Perform deep log analysis, API inspection, and backend validation to identify root causes.
Own complex tickets through resolution while maintaining SLA accountability.
Partner with Engineering, DevOps, and Product teams during incidents and problem investigations.
Identify repetitive or high-effort support tasks and design automation solutions to improve efficiency and reliability.
Build and maintain scripts, utilities, or lightweight tools using JavaScript, Bash, SQL, or similar technologies.
Leverage AI-assisted tools (e.g., LLM-based copilots, automation frameworks, Cursor or similar AI coding tools) to:
Accelerate troubleshooting and diagnostics
Improve script and automation development
Assist in knowledge creation and documentation
Contribute to or enhance monitoring and alerting automation using platforms such as CloudWatch, Datadog, Grafana, Zabbix, or similar.
Continuously evaluate emerging support technologies and recommend improvements.
Provide expert-level support for:
RESTful APIs (JSON/XML), authentication flows, and system integrations
Cloud platforms (AWS and/or Azure)
Linux/UNIX and Windows server environments
Databases (SQL / NoSQL) including query analysis and performance validation
Use tools such as Postman, Git/GitLab, Jenkins, and CI/CD pipelines to diagnose and validate system behavior.
Support file processing, transcoding, and media workflows where applicable.
Serve as a technical mentor for Technical Support Specialists, helping them resolve complex issues and grow technical depth.
Create and maintain high-quality technical documentation, runbooks, and troubleshooting guides.
Actively contribute to knowledge transfer, especially complex or legacy systems.
Lead or support internal training sessions on tools, platforms, or recurring issue patterns.
Participate in major incident management, providing technical leadership and structured analysis.
Contribute to or lead root cause analysis (RCA) and post-incident reviews.
Identify systemic issues and recommend long-term corrective actions.
Support continuous improvement initiatives across support operations.

Benefits

Impactful Work: You’ll be at the heart of a company revolutionizing the media and creative industries. From a cutting-edge platform to AI-driven insights, your work will help our clients produce and deliver world-class content to millions worldwide.
Global Reach, Local Impact: With a team of over 1,100 talented professionals serving 140 markets, we blend global scale with personalized service. Join us, and be part of a diverse, dynamic team that’s making waves across the globe!
Innovation & Growth: We’re all about pushing boundaries and staying ahead of the curve. At XR Extreme Reach, you’ll be working on groundbreaking products that power TV, film, digital marketing, and entertainment.
Creative Culture: We celebrate creativity and collaboration. Whether you're working in tech, media, or creative services, we foster a culture that encourages fresh ideas, innovation, and out-of-the-box thinking.
Make a Difference: Here, you’ll help clients tell their stories on a global stage, while ensuring their creative vision is executed with precision and style.

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