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.Why This Role Could Be A Great FitWork at the center of a mission-critical SaaS workplace where your expertise directly impacts system reliability, customer experience, and business successExpand your technical knowledge across cloud infrastructure, distributed systems, monitoring platforms, APIs, databases, and identity management technologies while collaborating with experienced engineering and operations teamsTake ownership of complex production incidents and develop advanced troubleshooting, root cause analysis, and problem-solving skills in a high-impact technical environmentPlay a key role in driving continuous improvement initiatives that enhance platform stability, operational efficiency, and long-term system reliabilityWhat You'll DoAct as the primary escalation point for Tier 1 support and unresolved incidentsOwn end-to-end incident lifecycle: triage, prioritization, investigation, resolution, and closureEnsure SLA adherence and clear stakeholder communication throughout incident handlingLead or contribute to incident response and on-call rotationsDiagnose complex issues across: Web applications and REST APIs, backend services & integrations, and cloud infrastructure and distributed systemsCorrelate logs, metrics,



and traces to identify root causesPerform detailed root cause analysis (RCA) and implement preventative actionDistinguish between application, data, and infrastructure-related failuresMonitor system health and performance using tools such as Zabbix (or equivalent)Investigate alerts, anomalies, and degradation patternsProactively identify risks and prevent incidents before impactSupport high-availability systems and production stabilityInvestigate data integrity and consistency issues using MongoDBAnalyze query behavior, data structures, and anomalies impacting system performanceValidate expected system states and assist in data correction when requiredTroubleshoot authentication and authorization issuesSupport identity solutions (e.G., Keycloak), including SSO, OAuth, and access flowsWork within AWS environments to support secure and reliable system accessPartner with engineering, DevOps, and product teams to resolve defects and improve systemsSupport deployments, releases, and configuration changes in production environmentsContribute to continuous improvement of system reliability and support processesIdentify and implement automation opportunitiesMaintain and enhance runbooks, SOPs, and knowledge base documentationCapture learnings from incidents and institutionalize best practicesRequired Qualifications3+ years of experience in Tier 2/Tier 3 Support, Production Support, or Technical OperationsStrong track record of managing and resolving high-impact production incidentsHands-on experience with Zendesk or similar ticketing systemsExperience using Zabbix or comparable monitoring and observability platformsExperience working with MongoDB, including MongoDB CompassStrong understanding of networking fundamentals (DNS, HTTP/S,



TCP/IP)Knowledge of REST APIs, webhooks, and service integrationsExperience with Ubuntu/Linux, log analysis, debugging, and system diagnosticsExperience supporting AWS environments, including infrastructure, logs, and metricsPreferred QualificationsFamiliarity with automation, scripting, or workflow optimizationExperience in 24/7 high-availability production environmentsUnderstanding of authentication and security practices (OAuth, SSO, IAM)Strong analytical and structured problem-solving abilitiesAbility to manage multiple priorities in high-pressure environmentsClear and effective communication with technical and non-technical stakeholdersHigh level of ownership and accountabilityAbility to operate independently while collaborating effectively across teamsMaintain composure and clarity under pressureFocus on long-term reliability, not just short-term fixesThis 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.INKAS® is committed to the principle of equal employment opportunity 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) DisclosureIn 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.

📌 Technical Support Specialist (Toronto)
🏢 INKAS® Group
📍 Toronto