Support Engineer providing high - quality technical support via email, phone, and live communication for Secomea customers. Collaborating with colleagues to improve service and customer experience.
About the role
- Technical Support Specialist enhancing user experience for ScalePad's Backup Radar solution. Interacting with users, optimizing processes, and collaborating across teams.
Responsibilities
- Spend time interacting with users by email and occasionally by phone
- Optimize documentation and processes that instigate changes to help scale
- Gain unique insights into how tens of thousands of IT professionals operate
- Work closely with our internal Partner Development Executives to provide technical/product expertise
- Work closely with Product Management and Engineering teams to report and champion the resolution of bugs
- Drive onboarding/adoption of the platform through your interactions with users
- Champion our products by writing technical tutorials, publishing articles, and building inspiring demos
- Document features and best practices, organizing them for discoverability and maintaining quality
- Dream up and implement new ways to deliver, author, and interact with technical content
Requirements
- 2+ years of experience providing technical support for a SaaS product
- Strong problem-solving skills and the ability to research issues independently
- Proficient in basic HTML and Markdown
- Understanding of API fundamentals and the ability to interpret JSON responses
- Solid understanding of ticketing systems and support tools
- Proficient in troubleshooting technical issues across multiple platforms (e.g., Windows, macOS, Linux)
- Basic knowledge of networking concepts (DNS, TCP/IP, firewalls)
- Excellent written and verbal communication skills with a customer-first mindset
- Ability to manage multiple tasks and prioritize in a fast-paced environment
- Familiarity with backup or recovery solutions is an asset
- Experience working with IT professionals, MSPs, or in a B2B environment is preferred.
Benefits
- 100% medical and dental coverage fully employer-paid
- RRSP matching after one year of employment
- Monthly stipend to help offset the costs of the hybrid experience
- Annual budget for professional development
- Unlimited flex-time policy in addition to all accrued vacation
- Wellness facility in the Vancouver office
- Cutting-edge hardware for productivity.
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