Role Overview

The Technical Support Engineer provides first-level technical support to customers across various channels including chat, email, web, and phone. This role focuses on basic troubleshooting, accurate information-gathering, resolution of common issues, and timely escalation of complex issues.

This position reports to the Manager, Technical Support. What You’ll Do Monitor and respond to incoming customer requests for technical support across all supported channels. Gather complete and accurate technical information (log files, setting details, reproduction steps, and more) to support resolution or escalation. Clearly document all customer interactions, troubleshooting steps, and outcome in the case management system. Guide customers to relevant self-service resources and redirect non-support requests to appropriate internal teams. Identify opportunities or gaps in self-service content, for example, KBAs. Escalate cases that exceed defined scope or knowledge level,



ensuring all required context is provided. Meet individual performance targets related to case volume, SLA adherence, and customer satisfaction. What We’re Looking For Post-secondary education in Computer Science, Engineering, or have equivalent experience. 0-2+ years of experience in a technical, customer-facing support role. Strong written and verbal communication skills with a customer-first mindset. Ability to follow structured troubleshooting processes and escalate effectively. Familiarity with CRM and case management tools (Salesforce Service Cloud preferred). Scope & Accountability Direct ownership of individual customer cases within defined playbook and procedures. Decisions are guided by documented standards and team support. Impact is primarily at the individual customer interaction level.

📌 Technical Support Engineer (Canada)
🏢 Important Group
📍 Canada