Join the creative revolution at XR! XR is on a mission to transform how the world creates, connects, and experiences advertising. As the global leader in creative operations, we help brands and agencies bring their ideas to life and deliver them seamlessly across every screen. Our leading technology and services power creativity for the marketing and entertainment industries, and you can be a part of it! At XR, you'll join a high-energy, collaborative workplace where your ideas can spark real change. We champion innovation at every level, empowering our teams to take risks, challenge norms, and unlock new possibilities. Your voice, your talent, and your vision matter here- XR is where you come to grow, learn, and thrive. Ready to make an impact? If you're passionate about technology, solving complex challenges, and joining a team that's changing the game, XR is the place for you. Let's shape the future together!

The Opportunity The Senior Technical Support

Specialist is a highly skilled, technically focused position that operates at the intersection of support, engineering, and automation. This role serves as a senior escalation point for complex platform issues, a driver of operational efficiency, and a mentor and technical reference for L2 support teams. Unlike traditional support roles, this position actively contributes to automation, tooling, AI-assisted troubleshooting, and process optimization, helping XR scale support quality while reducing manual effort. The role requires strong technical depth, excellent communication skills, and the ability to operate independently in high-impact situations.

Responsibilities

Advanced Technical Support & Escalation

Act as a senior escalation point for complex L2/L3 platform, workflow, and integration issues

Troubleshoot issues across distributed systems, APIs, cloud infrastructure, and internal platforms (e.g., XR Adstream/ XR ExtremeReach, AppCentral, Phoenix, Prodigy)

Perform deep log analysis, API inspection, and backend validation to identify root causes

Own complex tickets through resolution while maintaining SLA accountability

Partner with Engineering, DevOps, and Product teams during incidents and problem investigations

Automation, Tooling & AI Enablement

Identify repetitive or high-effort support tasks and design automation solutions to improve efficiency and reliability

Build and maintain scripts, utilities, or lightweight tools using JavaScript, Bash, SQL, or similar technologies

Leverage AI-assisted tools (e.g., LLM-based copilots, automation frameworks, Cursor or similar AI coding tools) to:

Accelerate troubleshooting and diagnostics

Improve script and automation development

Assist in knowledge creation and documentation





Contribute to or enhance monitoring and alerting automation using platforms such as CloudWatch, Datadog, Grafana, Zabbix, or similar

Continuously evaluate emerging support technologies and recommend improvements

Platform & Systems Expertise

Provide expert-level support for:

RESTful APIs (JSON/XML), authentication flows, and system integrations

Cloud platforms (AWS and/or Azure)

Linux/UNIX and Windows server environments

Databases (SQL / NoSQL) including query analysis and performance validation

Use tools such as Postman, Git/GitLab, Jenkins, and CI/CD pipelines to diagnose and validate system behavior

Support file processing, transcoding, and media workflows where applicable

Knowledge Sharing & Mentorship

Serve as a technical mentor for Technical Support Specialists, helping them resolve complex issues and grow technical depth

Create and maintain high-quality technical documentation, runbooks, and troubleshooting guides

Actively contribute to knowledge transfer, especially complex or legacy systems

Lead or support internal training sessions on tools, platforms, or recurring issue patterns

Incident & Problem Management

Participate in major incident management, providing technical leadership and structured analysis

Contribute to or lead root cause analysis (RCA) and post-incident reviews

Identify systemic issues and recommend long-term corrective actions

Support continuous improvement initiatives across support operations Requirements Technical Skills

5+ years of experience in L2/L3 technical support, production support, technical video knowledge, or site reliability-adjacent roles

Strong hands-on experience with:

Linux/UNIX systems and networking fundamentals

REST APIs, JSON/XML, and backend troubleshooting

SQL (T-SQL, MySQL, or similar) and NoSQL concepts

Scripting (JavaScript, Bash, or equivalent)

Cloud platforms (AWS and/or Azure)

Experience with monitoring, logging, and observability tools

Familiarity with CI/CD tooling and version control (Git)

Experience working with automation-first support models

Modern Tooling & AI Experience (Strongly Preferred)

Practical experience using AI-assisted development or support tools (e.g., Cursor, GitHub Copilot, internal LLM tools)

Ability to responsibly apply AI for troubleshooting, automation, and documentation—while validating outputs critically

Experience designing or improving support automation workflows





Soft Skills & Professional Attributes

Exceptional problem-solving mindset with strong analytical thinking

Clear, concise communicator—able to explain complex technical issues to both technical and non-technical audiences

Strong ownership mentality; comfortable operating independently on high-impact issues

Highly organized, detail-oriented, and process-driven

Collaborative team player with the ability to work effectively across time zones and cultures

Calm and effective under pressure, especially during incidents or outages

Proactive, curious, and continuously learning

Desirable Qualifications

ITIL certification or strong familiarity with ITSM principles

Experience in media, broadcast, OTT, or digital content platforms

Experience improving Zendesk or similar ticketing platforms through automation, workflows, or integrations The wonderful world of XR Impactful Work: You'll be at the heart of a company revolutionizing the media and creative industries. From a cutting-edge platform to AI-driven insights, your work will help our clients produce and deliver world-class content to millions worldwide.

Global

Reach, Local Impact: With a team of over 1,100 talented professionals serving 140 markets, we blend global scale with personalized service. Join us, and be part of a diverse, dynamic team that's making waves across the globe!

Innovation & Growth: We're all about pushing boundaries and staying ahead of the curve. At XR Extreme Reach, you'll be working on groundbreaking products that power TV, film, digital marketing, and entertainment.

Creative Culture: We celebrate creativity and collaboration. Whether you're working in tech, media, or creative services, we foster a culture that encourages fresh ideas, innovation, and out-of-the-box thinking.

Make a Difference: Here, you'll help clients tell their stories on a global stage, while ensuring their creative vision is executed with precision and style. Let's Redefine What's Possible If you're ready to elevate brand growth, connect creativity across platforms, and unlock a recent era of creative intelligence, we'd love to hear from you. Pitch us your vision- and let's build the future, together.

Hiring

Disclosures

This job posting is for an existing vacancy — we currently have an open role and will fill this position upon finding a suitable candidate

Annual Salary Range: $75,000 - $85,000 CAD - This range represents the expected compensation for the role and includes base salary and any non-discretionary bonus components

We use AI-assisted screening technology to help review resumes for required skills and qualifications. Final hiring decisions are always made by our human hiring team

📌 Senior Technical Support Specialist (Toronto)
🏢 XR Extreme Reach
📍 Toronto