Support Engineer – Remote

Toronto Candidates Only

POSITION PURPOSE The Support Engineer is responsible for providing global application and technical support across a portfolio of products and platforms, helping ensure the stability, availability, and performance of a global technology environment.

This role combines application support, systems troubleshooting, incident management, and customer support. The Support Engineer will respond to technical issues, diagnose application and system faults, coordinate resolution across internal and external teams, and ensure issues are managed through to completion within established service levels.

The role will work closely with customers, field service technicians, vendors, software development teams, infrastructure teams, and internal support groups to investigate and resolve technical issues. The successful candidate will become a subject matter expert across supported products and applications, providing Level 1, Level 2, and Level 3 application and technical support depending on the product and complexity of the issue.

The ideal candidate will be comfortable troubleshooting across applications, operating systems, networks, servers, edge devices, and integrated technology platforms. The role requires detailed troubleshooting, root-cause analysis, and advanced escalation support while maintaining a calm and professional approach.

No two days are the same. We are looking for someone who enjoys technical problem solving, can manage multiple priorities, and has the curiosity to investigate issues beyond the initial symptoms to identify root causes and long-term solutions.

ROLE AND RESPONSIBILITIES

This role combines proactive application and systems monitoring with hands-on technical troubleshooting. The Support Engineer will act as a key technical escalation point for customers and internal teams, owning incidents from initial identification through diagnosis, resolution, and documentation.

Application & Incident Support

- Own and manage technical incidents and service requests through Jira from initial report through resolution.
- Provide Level 1, Level 2, and Level 3 application and technical support across supported products and platforms.
- Diagnose application errors, system faults, performance issues, integrations, and production incidents.
- Perform detailed troubleshooting, log analysis, and root-cause investigation on escalated L2 and L3 issues.
- Act as a senior technical escalation point for complex application and system issues.
- Identify recurring incidents and investigate underlying causes.
- Develop and document technical workarounds and permanent resolutions for complex incidents.
- Escalate complex issues to software development, infrastructure, vendors, or other resolver groups while maintaining ownership through resolution.
- Work directly with software development and engineering teams to troubleshoot defects, identify root causes, and drive issues through resolution.
- Reproduce application issues, gather technical evidence, and provide detailed findings to development teams.
- Ensure incidents are prioritized and resolved in accordance with established SLAs.
- Communicate clearly with customers and stakeholders throughout the incident lifecycle.

Technical Troubleshooting
- Troubleshoot applications across servers, edge computing environments, Linux, ChromeOS, and related platforms.
- Perform advanced Level 3 troubleshooting for escalated production incidents.
- Analyze application logs, system logs, configurations, monitoring data,



and other technical information to identify root causes.
- Investigate application performance, playback failures, connectivity issues, system instability, and integration problems.
- Troubleshoot issues across integrated hardware and software environments when problems cross application and infrastructure boundaries.
- Work closely with software development teams to reproduce application defects, provide technical detail, and support issue resolution.
- Support APIs, JSON, YAML, and other technical integrations where applicable.
- Conduct network troubleshooting involving switching, routing, firewalls, VPNs, DNS, and connectivity.
- Develop and document technical workarounds and permanent fixes for complex issues.
- Identify opportunities to improve monitoring, alerting, and overall system reliability.

Systems, Application & Device Configuration
- Assist with provisioning and configuration of servers, media players, displays, kiosks, and other supported platforms.
- Support OS builds, application deployments, firmware updates, patches, and configuration changes.
- Assist with application releases, testing, and production deployments.
- Support device replacements, configuration changes, and RMA processes when required.
- Maintain consistent standards for application, system, and device configurations.
- Assist with troubleshooting and validation following application or system changes.

Customer & Stakeholder Support
- Act as a technical point of contact for customers, help desks, field technicians, and installation partners.
- Manage incoming technical issues through remote support, ticketing systems, and other communication channels.
- Clearly explain technical issues, troubleshooting steps, workarounds, and resolutions to both technical and non-technical stakeholders.
- Coordinate with onsite technicians and vendors when remote resolution is not possible.
- Maintain ownership of assigned issues and ensure customers receive timely updates through resolution.
- Maintain a professional, calm, and customer-focused approach during high-priority and production-impacting incidents.

Documentation & Knowledge Management
- Accurately document incidents, troubleshooting steps, root causes, workarounds, and resolutions within Jira.
- Develop and maintain troubleshooting guides, SOPs, and knowledge base documentation.
- Document application configurations, known issues, technical processes, and L3 troubleshooting procedures.
- Identify recurring issues and contribute to permanent fixes and preventative solutions.
- Provide reporting and insight into application performance, recurring incidents, system reliability, and support trends.
- Share technical knowledge with other support team members to improve overall support capability.

Continuous Improvement
- Identify opportunities to improve application stability, support processes, and system reliability.
- Analyze recurring incidents and recommend root-cause solutions.
- Partner with development, implementation, infrastructure, and product teams to improve the overall customer experience.
- Help improve monitoring, alerting, documentation,



and support processes.
- Participate in testing and validation of application updates, product enhancements, and technical changes.
- Identify opportunities to automate repetitive support and administrative tasks.

Deployment & Implementation Support
- Support the technical deployment and rollout of applications and products globally.
- Assist with application configuration, system setup, testing, and production readiness.
- Work with implementation and development teams to ensure smooth transitions into production support.
- Provide technical support during recent product deployments, upgrades, and major application releases.

After-Hours Support
- Participate in an after-hours support roster.
- Provide incident response for P1 and P2 production issues.
- Take ownership of critical incidents and coordinate appropriate technical resources through resolution.
- Provide advanced troubleshooting and escalation support during critical production incidents.

GENERAL
- Maintain a professional, customer-first approach when supporting customers globally.
- Work independently while effectively collaborating with development, infrastructure, implementation, and external support teams.
- Take ownership of incidents and requests from initial identification through resolution.
- Manage multiple technical issues and priorities in a fast-paced environment.
- Maintain accurate technical and incident documentation.
- Follow established ITSM, security, operational, and support procedures.
- Contribute to a culture of continuous improvement and knowledge sharing.
- Maintain a strong focus on system availability, application performance, and customer experience.

PREFERRED SKILLS, KNOWLEDGE AND EXPERIENCE
- Experience in Application Support, Technical Support, Production Support, Systems Support, or a similar technical engineering role .
- Experience providing Level 1, Level 2, and Level 3 technical/application support .
- Strong analytical and problem-solving skills with excellent attention to detail.
- Experience troubleshooting production applications and integrated technology environments.
- Demonstrated experience performing root-cause analysis and advanced troubleshooting .
- Experience working with software development or engineering teams to resolve application defects and production issues.
- Strong understanding of IT Service Management and ITIL principles.
- Experience working with ticketing and incident management platforms such as Jira or ServiceNow.
- Experience with application monitoring, system monitoring, logs, alerts, and incident response.
- Ability to troubleshoot Linux and/or ChromeOS environments.
- Understanding of networking concepts including switching, routing, firewalls, VPNs, DNS, and connectivity troubleshooting.
- Experience troubleshooting APIs, JSON, YAML, or system integrations is advantageous.
- Working knowledge of Google Chrome Admin and Chromebox environments is preferred.
- Experience supporting POS systems and associated application architecture is advantageous.
- Exposure to CCTV, digital media, kiosks, and audio/visual technology is a plus.
- Familiarity with Ansible/AWX is advantageous.
- Strong written and verbal communication skills with the ability to work with both technical and non-technical stakeholders.
- Ability to manage multiple priorities while maintaining a strong customer focus.
- Strong troubleshooting mindset with the ability to investigate issues beyond the initial symptoms and identify underlying causes.

📌 Application Support Engineer (Greater Toronto Area)
🏢 Hirewell
📍 Greater Toronto Area