Junior Technical Support Engineer

Role overview

Help customers diagnose and resolve technical problems with enterprise software. This early career support role combines investigation, clear customer communication, careful ticket management, and collaboration with internal technical teams. You’ll build product and troubleshooting knowledge while guiding requests to resolution or a well documented escalation.

Responsibilities

- Respond to customer requests through tickets, phone, and other support channels. - Investigate assigned cases, ask focused questions, assess impact, and keep customers updated through resolution. - Reproduce and troubleshoot common application, configuration, browser, network, and environment issues using logs, documentation, and available tools. - Record communications, investigation steps, findings, and outcomes accurately in ticket records. - Prioritize multiple requests based on urgency, severity, and customer impact. - Escalate cases that require additional expertise with clear findings, and work with colleagues and technical teams on resolution.

Requirements

- Clear written and spoken communication for both technical and nontechnical audiences. - A problem solving approach and interest in learning new technologies and products. - Ability to manage multiple support requests and document work thoroughly. - Willingness to collaborate with customers, peers, mentors, and internal technical teams.

Benefits and work setup

This is a remote, home based position open to candidates anywhere in Canada. The listing mentions benefits including health coverage, disability and life insurance, retirement savings with a match, paid time off, and fitness reimbursements.