Technical Support Specialist

Technical Support Specialist - Ottawa

As a key member of the Signiant Technical Support team, the Technical Support Specialist will provide expert-level technical assistance and strategic support to Signiant’s customers, partners, and cross-functional teams. This role involves complex issue resolution, participation in support process improvement, assistance with professional service projects focused on product customization and integrations, deploying Signiant software solutions, onboarding new customers, and proactive engagement in optimizing team tools, processes, and customer issues.

This individual will drive and support internal initiatives, occasionally lead escalations, and act as a liaison with the engineering team to guide solutions resolving customer-reported bugs and issues.

• Own and Resolve Advanced Technical Issues: Provide exceptional, senior-level support by diagnosing and resolving complex technical issues for customers, partners, and sales engineers, demonstrating technical leadership and initiative.
• Deployment and Customer Onboarding: Manage the deployment of Signiant software solutions, ensuring smooth transitions for new customers and providing comprehensive onboarding to maximize product adoption and success.
• Customer Impact Focus: Act as the primary point of escalation for challenging, high-impact technical issues, driving timely and effective resolutions for mission-critical customer needs.
• Assist in Professional Services: Assist with professional service projects aimed at product customization and integrations, coordinating with customers to understand requirements and deliver solutions aligned with their business needs.
• Critical Availability: Provide on-call support for critical escalations outside standard business hours as needed, prioritizing rapid resolution and customer satisfaction.
• Cross-functional Collaboration: Work closely with development, QA, and product management teams to assist in developing and testing patches, updates, and scripts for issue resolution and software enhancements.
• Team Mentorship and Skill Development: Mentor junior team members, fostering skill enhancement and knowledge-sharing across the support team.

• Experience & Expertise:
  • Minimum of 5 years of experience in technical support or related fields in a software company, with a track record of successfully managing complex production environments.
  • Hands‑on experience with Windows, Linux, and Mac OS environments, as well as multi‑platform troubleshooting.
  • Networking knowledge
    , including TCP/IP, DNS, and SSL, with experience in packet capture and analysis.
• Technical Proficiency:
  • Background in cloud infrastructure services (AWS, Azure, GCP) and familiarity with modern cloud‑native architectures.
  • Familiarity in database administration (e.g., MySQL, Postgre
    
    SQL) and system automation tools to enhance support processes.
  • Competency in scripting or coding in one or more languages and familiarity with automation tools.
  • Experience with real‑time data integrations using webhooks, API listeners, and other middleware solutions to enhance system interoperability.
• Analytical & Troubleshooting
  
  Skills:
  
  
  • Strong diagnostic skills and proficiency in root‑cause analysis, with the ability to implement proactive, preventative measures.
  • Ability to synthesize data insights to predict and address system bottlenecks and inefficiencies.
• Communication:
  • Exceptional communication skills, both written and verbal, for conveying complex technical information to both technical and non‑technical audiences.
  • Proven ability to contribute to support projects and initiatives, with a strong focus on customer satisfaction, teamwork, and collaboration.
• Experience in technical support leadership roles
  , with the ability to delegate, prioritize, and coach effectively.
• Expertise in technical documentation and knowledge management systems to empower both internal teams and end‑users.
• Ability to work flexible hours to support a 24/7 environment and provide guidance in high‑pressure, critical situations.

This job operates in a professional office environment. This…