We are seeking a highly skilled Technical Support Specialist to operate at the core of our production support function. This role is responsible for owning complex incidents, ensuring system reliability, and driving resolution across application, data, and infrastructure layers. You will act as the escalation point for critical issues, working across distributed systems and cloud environments. Success in this role requires strong technical depth, structured problem-solving, and the ability to operate effectively under pressure in a high-availability environment.
INKAS® Group is a disruptive global leader across a variety of industries, specializing in security, defense, manufacturing, and financial services. As a forward-thinking company, INKAS® strives to leverage technology and innovation to solve the problems of tomorrow in order to build a better and more secure future.
Pay Range: $75,000 – $100,000 annually.
Why This Role Could Be A Great Fit Work at the center of a mission-critical SaaS environment where your expertise directly impacts system reliability, customer experience, and business success
Expand your technical knowledge across cloud infrastructure, distributed systems, monitoring platforms, APIs, databases, and identity management technologies while collaborating with experienced engineering and operations teams
Take ownership of complex production incidents and develop advanced troubleshooting, root cause analysis, and problem-solving skills in a high-impact technical environment
Play a key role in driving continuous improvement initiatives that enhance platform stability, operational efficiency, and long-term system reliability
What You’ll Do Act as the primary escalation point for Tier 1 support and unresolved incidents
Own end-to-end incident lifecycle: triage, prioritization, investigation, resolution, and closure
Ensure SLA adherence and clear stakeholder communication throughout incident handling
Lead or contribute to incident response and on-call rotations
Diagnose complex issues across: Web applications and REST APIs, backend services & integrations, and cloud infrastructure and distributed systems
Correlate logs, metrics, and traces to identify root causes




Perform detailed root cause analysis (RCA) and implement preventative action
Distinguish between application, data, and infrastructure-related failures
Monitor system health and performance using tools such as Zabbix (or equivalent)
Investigate alerts, anomalies, and degradation patterns
Proactively identify risks and prevent incidents before impact
Support high-availability systems and production stability
Investigate data integrity and consistency issues using MongoDB
Analyze query behavior, data structures, and anomalies impacting system performance
Validate expected system states and assist in data correction when required
Troubleshoot authentication and authorization issues
Support identity solutions (e.g., Keycloak), including SSO, OAuth, and access flows
Work within AWS environments to support secure and reliable system access
Partner with engineering, DevOps, and product teams to resolve defects and improve systems
Support deployments, releases, and configuration changes in production environments
Contribute to continuous improvement of system reliability and support processes
Identify and implement automation opportunities
Maintain and enhance runbooks, SOPs, and knowledge base documentation
Capture learnings from incidents and institutionalize best practices
Required Qualifications 3+ years of experience in Tier 2/Tier 3 Support, Production Support, or Technical Operations
Proven experience supporting complex, distributed SaaS platforms
Strong track record of managing and resolving high-impact production incidents
Hands‑on experience with Zendesk or similar ticketing systems
Experience using Zabbix or comparable monitoring and observability platforms
Experience working with MongoDB, including MongoDB Compass
Strong understanding of networking fundamentals (DNS, HTTP/S, TCP/IP)
Knowledge of REST APIs,



webhooks, and service integrations
Experience with Ubuntu/Linux, log analysis, debugging, and system diagnostics
Experience supporting AWS environments, including infrastructure, logs, and metrics
Preferred Qualifications Familiarity with automation, scripting, or workflow optimization
Experience in 24/7 high-availability production environments
Understanding of authentication and security practices (OAuth, SSO, IAM)
Competencies Strong analytical and structured problem‑solving abilities
Ability to manage multiple priorities in high‑pressure environments
Clear and effective communication with technical and non‑technical stakeholders
High level of ownership and accountability
Ability to operate independently while collaborating effectively across teams
Maintain composure and clarity under pressure
Focus on long‑term reliability, not just short‑term fixes
Working Environment This position operates in a professional, fast-paced, and technical office environment, focused on supporting and maintaining business‑critical SaaS platforms. This role operates on a rotating shift schedule, with shifts from 8:00 a.m. to 4:00 p.m. or 4:00 p.m. to 12:00 a.m. (midnight). The rotation may include two consecutive weeks on the evening shift followed by two consecutive weeks on the regular daytime shift. Candidates must be flexible and available to work occasional weekend shifts as operational requirements dictate.
Equal Employment Opportunity INKAS® is committed to the principle of equal employment prospect and to providing a respectful, inclusive, and harassment‑free workplace. Employment decisions are based on business needs, job requirements, and individual qualifications, without discrimination as protected by applicable law.
Artificial Intelligence (AI) Disclosure In accordance with Ontario’s Employment Standards Act, this job posting discloses that artificial intelligence may be used to support certain aspects of the recruitment process, such as screening or ranking applications based on job‑related criteria. All hiring decisions are subject to human review and oversight.

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📌 Technical Support Specialist (Ontario)
🏢 INKAS Group of Companies
📍 Ontario