Software Support Specialist
About The Position
Can/Am Technologies is hiring a Software Support Specialist to serve as the front line for client-reported issues in Teller, its SaaS platform used by city and county governments across North America. The specialist responds to client questions and problems, from straightforward configuration updates to research and resolution of more complex issues and data fixes. They are responsible for understanding each issue, resolving it when possible or documenting and triaging it to the appropriate resource, meeting SLAs, and keeping clients informed. The position reports to the Client Support Lead and is hybrid, based in the Denver, Colorado office. Can/Am creates software that helps government clients improve cash handling and financial management. The company has served clients across North America for over 15 years, with staff in Edmonton, Alberta, and Denver, Colorado. The team values thoughtful understanding, challenging reality, growing together, sparking joyful and innovative experiences, and paying it forward. The role calls for a persistent, collaborative troubleshooter who learns quickly and communicates clearly. The specialist will research incoming support tickets, investigate databases and application logs, guide clients through steps they can take themselves, validate and apply configuration changes, escalate code-level problems with supporting evidence, create knowledge and training materials, and help improve support tools and processes.
Requirements
- At least 2 years of experience supporting a configurable software product.
- Experience using automated tools, including AI, to drive efficiency and consistency when serving stakeholders.
- Knowledge of general web application hosting and functionality.
- Knowledge of how configurable software behaves.
- Ability to troubleshoot complex and distributed systems.
- Basic API knowledge.
- Basic to intermediate SQL knowledge.
- Ability to explain technical findings to non-technical client staff.
- Ability to manage a live queue while keeping track of open items.
- Ability to respond to changing priorities and tasks.
- Clear and professional communication skills.
- Ability to reason about an unfamiliar configuration surface.
- Ability to review logs and other data to identify root causes and confirm fixes.
Nice To Haves
- Teller configuration experience.
- AWS experience.
- Zendesk experience.
- JIRA experience.
- .NET experience.
- Automated support tooling experience.
Responsibilities
- Triage incoming support tickets and perform initial research.
- Pursue a complete understanding of reported problems.
- Investigate database and application logs to establish what happened.
- Instruct clients on resolution steps they can perform themselves.
- Validate and apply configuration changes using SQL, XML, and JSON.
- Escalate code-level problems to a Support Engineer with evidence gathered.
- Write knowledge base articles, documentation, and training materials.
- Contribute to continuous improvement of support-team tools and processes.
- Meet SLAs and keep clients informed while resolving or appropriately documenting and triaging issues.
Benefits
- Competitive pay scale.
- Generous benefits, including health, dental, vision, life insurance, 401(k), and PTO.
- A challenging and fulfilling career with collaborative coworkers in a small, vibrant team.
- Opportunity to make a real difference in the lives of the team.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
