Responsibilities:

Technical Support & Issue Resolution

Triage issues created in the ticketing system (Jira Service Management) and own issues until they are completed

Diagnose, analyze, troubleshoot and resolve IT problems for client platforms

Provide guidance to client personnel to empower users to help themselves

Lead conversations and talk clients through configuration of the platform

Service Management

Work as part of a Service Desk team, receiving and handing over tickets in a 24/7 support environment

Work with SLAs and adhere to service timelines, responding to incidents based on severity levels

Understand when escalation is required and when a problem can be solved independently

Work within defined processes while constantly looking for ways to improve procedures

Collaboration & Communication

Work confidently with vendor platform support teams to resolve issues

Provide continuous feedback to clients via JIRA tickets

Communicate effectively with senior client stakeholders to discuss complex ideas

Work comfortably with multiple clients at the same time

Documentation & Knowledge Sharing

- Update Knowledge Bases with discovered solutions not previously documented

Maintain accurate records of issue resolution and troubleshooting steps





Execute deliverables from end to end according to a structured plan

Requirements:

- 0-2 years of experience in technical support or IT service desk roles

- Familiar with e-commerce concepts and terminology

- Experience of triaging issues created in a ticketing system

- Confident in working with vendor platform support teams to resolve issues

- Business savvy and IT literate with strong technical aptitude

- Comfortable working a fixed weekend night schedule — 2 nights per week on rotation across Friday, Saturday, and Sunday, 12 hours per shift

- Proactive and inquisitive, self-led learner with a natural problem-solving mindset

- Great communicator, comfortable with written and spoken English

- Consultative approach with valuable listening skills and insightful analysis when working with clients

- Ability to exercise judgment within defined procedures and practices to determine appropriate action

- Strong desire to resolve issues and maintain high standards of service excellence

Nice to Have

- Experience with Jira Service Management or similar ticketing tools

- Experience with observability tools such as Grafana, Datadog or Azure

- Knowledge of modern SaaS e-commerce platforms such as BigCommerce or Commercetools

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📌 Service Desk Engineer (Weekend) (Vancouver)
🏢 twentysix
📍 Vancouver