Technical Support Engineer
About The Position
Our Customer Solutions team is growing, and we’re looking to add a Technical Support Engineer! If you enjoy solving complex technical problems, collaborating with customers, and using your creativity to troubleshoot and deliver effective solutions, this could be a great fit. Reporting to the Vice President of Customer Solutions, this role goes beyond traditional support—you’ll diagnose and resolve customer issues while proactively identifying ways to improve system reliability to prevent future issues. This is an ideal role for someone who thrives on troubleshooting, enjoys working with code and data, and takes ownership from problem to resolution.
Requirements
- Hands-on experience with one or more programming or scripting languages (e.g., Python, JavaScript, Lua, SQL, XML) and a solid understanding of networking fundamentals (HTTP, TCP/IP, SMTP, FTP, SSL).
- Post-secondary education or equivalent experience in a technical field such as Computer Science, Software or Computer Engineering, Health Informatics, or a related discipline.
- Strong critical thinking and problem-solving skills, with the ability to analyze and troubleshoot issues from both technical and business perspectives.
- Strong communication and interpersonal skills, with the ability to collaborate effectively and clearly explain technical concepts.
- Valid passport and driver’s license for business-related travel within Canada, the US, and the EU.
Responsibilities
- Take full ownership of customer issues without supervision.
- Receive and perform triage on all incoming customer support tickets.
- Resolve technical issues in a timely manner, providing exceptional customer support from beginning to end.
- Develop and maintain excellent relationships with all our existing and future customers.
- Help in continuously improving the support service to maintain a high level of customer satisfaction.
- Assist with customers with transfer request and initial setup.
- Assist with the development and maintenance of IguanaX online training and documentation.
- Be part of a 24/7 team that provides on-call support. Very rarely fielding an off-hours emergency call (less than four calls per year on average).
Benefits
- 3 weeks of vacation
- 100% remote
- A comprehensive health and wellness benefits package
- A strong focus on learning, growth, and supporting our people
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
