Technical Support Engineer

Canopy•South Jordan, UT

10d•Hybrid

About The Position

The Technical Support Engineer is a key member of our Support organization, working at the intersection of deep technical problem solving and leading direct customer impact. This role blends hands-on troubleshooting for Canopy’s complex tax and accounting platform with close collaboration across Customer Support, Support Enablement, Product and Engineering - helping ensure customers get expert help no matter who they reach. Because Canopy’s complexity requires deep technical expertise, we are looking for TSEs who want to build lasting technical and industry experience. You will operate within a collaborative team environment, contribute to process improvements as the team evolves, and have room to grow into a more senior technical team member over time. If you are passionate about technical problem solving and want to make a lasting impact on how our customers experience support, this is a great opportunity. This is a hybrid position available for candidates based in Utah only.

Requirements

Bachelor’s Degree in Computer Science or related fields, or 2-3 years of experience working in a Technical Support environment
Strong understanding of SaaS/web application architecture, including client-server architecture
Familiarity with core web and networking concepts (HTTP/HTTPS, DNS, email protocols) and basic API/integration knowledge (REST APIs, JSON, webhooks)
Ability to read and interpret application/server logs and use browser dev tools to troubleshoot and reproduce issues
Experience with ticketing and diagnostic tools such as Jira, Intercom, Salesforce, Datadog or Sentry
Customer-first mindset with excellent written and verbal communication skills, and the ability to translate technical information into customer friendly explanations
Experience working cross functionally in a fast-paced, team-oriented environment with defined escalation paths

Nice To Haves

Basic to intermediate SQL knowledge (SELECT, JOIN, WHERE, GROUP BY) and familiarity with relational databases
Understanding of security fundamentals such as SSO/SAML, authentication vs authorization, and SSL/TLS
Familiarity with accounting software or a background working with SaaS products

Responsibilities

Provide direct technical expertise by diagnosing and resolving complex technical issues impacting the Canopy platform
Act as a critical point of contact for cross-departmental collaboration, working with teams such as Customer Support, Product/Engineering, and Account Management to address high-priority issues
Provide analysis on trending or recurring issues to Product and Engineering teams to drive ongoing improvements and enhance cross-functional collaboration
Follow defined escalation criteria across Technical Support, Customer Support and Implementation, enabling Canopy customers to experience one connected support experience
Take ownership of customer escalations, in partnership with Account Management teams to help reduce churn risk
Partner with Customer Support to answer technical product questions, working alongside Support Enablement to keep resolution speed high and escalation volume low
Assist in creating and updating knowledge base documentation in partnership with Support Enablement, as our shared knowledge base matures
Contribute to process improvements as the team’s operating model evolves

Benefits

Flexible Paid Time Off
10 company holidays
Health Benefits - including Medical, Dental, and Vision
HSA Match
401(k) - we match 100% up to 3% of your contribution
Eligibility is immediate with 100% vesting
Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP)
Paid New Parent Leave & Birthing Parent Leave
Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage
Nectar - our peer-to-peer recognition program
Company Events - including monthly company-wide meetings, summer parties, and more
ERG Committees - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more
Fully-stocked kitchen