Hybrid Technical Support Associate

at GeoComply

• Job title: Technical Support Associate
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: CA$56,000 - CA$77,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Grafana
• Location requirements: Hybrid, Vancouver, Canada

About the role

• Technical Support Associate handling technical inquiries and support for geolocation and cybersecurity solutions at GeoComply. Collaborating with teams and clients to resolve technical issues effectively.

Responsibilities

• Assist GeoComply and end-user customers with their technical requests, investigations, and questions through our ticketing systems: Salesforce, Jira, and Slack.
• Troubleshoot technical issues, including solution integrations, geolocation accuracy, network configurations, and system performance.
• Support investigations by reviewing data tables and logs (e.g., in Grafana, Kibana) and creating reports using pre-configured scripts and in-house solutions.
• Complete configuration changes or escalate internally with a clear technical context.
• Monitor performance alerts and communicate any valid issues immediately to our affected clients and Incident teams.
• Communicate and coordinate with Customer Success Managers to manage clients and escalations.
• Collaborate with Engineering and Product teams by providing detailed technical information and observations, or suggestions for improvement.
• Actively contribute to our knowledge base by creating and refining troubleshooting documentation and user guides for internal and external use, based on observations from the queue

Requirements

• Technical background: Education or experience in Computer Science, IT, Data, Engineering, or related technical field (degree, bootcamp, certifications, or equivalent self-taught experience).
• At least two years of experience providing technical support by email, live chat, social media, and/or phone is a must; experience with customer service alone is not sufficient for this role.
• Technical fundamentals: Understanding of concepts like APIs, databases, networking basics, and technical troubleshooting methodology.
• Fluent English (written and verbal): Ability to communicate technical information clearly and correctly.

Benefits

• Performance-based bonus
• Equity plans
• Paid vacation and sick days
• Extended health benefits
• Generous Learning & Development Allowance
• Sports and Physical Wellness budget (30% of L&D Allowance)
• Charitable and DEI initiatives
• Team-building events