Technical Support Specialist jobs in Waterloo, ON

2nd Level Technical Support & Systems Specialist

We are an established Canadian SaaS software company providing a cloud-based business application used by tens of thousands of users across Canada and the United States.

We are looking for an experienced and highly technical 2nd Level Technical Support & Systems Specialist to join our team.

This is not a traditional help-desk position. This role combines advanced technical support with database troubleshooting, reporting, software testing, internal IT, networking, security and cloud infrastructure.

You will be the person our Support Team turns to when a problem requires deeper technical investigation. You will also work directly with customers to troubleshoot and resolve more complex technical issues.

The position reports to our IT Manager and works closely with our Software Development Team.

Technical Support & Customer Troubleshooting

• Provide 2nd Tier escalation support for complex customer and software issues.
• Work directly with customers by phone, video conference and email to investigate and resolve technical problems.
• Troubleshoot application, database, hardware, connectivity and networking issues.
• Use SQL queries and system data to investigate reported software issues.
• Reproduce problems and determine whether issues relate to configuration, data, infrastructure or software defects.
• Work with our Development Team to document, investigate and resolve software issues.
• Provide specialized technical assistance for larger or more technically complex customers.
• Clearly document problems, investigations and resolutions.
• Communicate technical information to customers in a clear, professional and easy-to-understand manner.

Because this is a customer-facing position, excellent spoken and written English communication skills are required.

SQL, Data & Reporting

• Write and maintain SQL queries and database views.
• Investigate application and data-integrity issues using SQL.
• Create and maintain customer and internal reports using embedded analytics and enterprise reporting platforms.
• Develop and maintain dashboards and reporting solutions using Tableau.
• Work with Excel and other data sources to prepare, transform and validate information.
• Create data exports and reporting solutions for customers and management.
• Automate repetitive reporting and data-processing tasks where appropriate.
• Research and troubleshoot discrepancies in reports and underlying application data.
• Design and test reporting solutions to ensure accuracy and performance.

Software Testing & QA

• Test new features, bug fixes and software releases.
• Create and execute test plans.
• Validate database changes, calculations, reports and data integrity.
• Reproduce customer-reported issues in test environments.
• Work directly with the Development Team to verify fixes before release.
• Document test results and identify potential regression issues.
• Assist with ensuring releases are ready for user acceptance and production deployment.

Internal IT, Hardware & Security

• Assist with employee onboarding and offboarding, including computers, software, accounts, permissions and security access.
• Configure and troubleshoot laptops, peripherals and other company hardware.
• Troubleshoot networking, VPN, connectivity and access issues.
• Assist with user access, permissions and security procedures.
• Help maintain internal IT documentation and security practices.
• Support the company’s internal technology environment and remote employees.
• Assist with maintaining and enforcing company IT and security policies.

AWS & Cloud Infrastructure

• Work with the IT Manager in supporting the company’s AWS cloud environment.
• Assist with AWS administration, monitoring and troubleshooting.
• Review logs and monitoring information to assist with application and infrastructure troubleshooting.
• Assist with access management, security and infrastructure-related issues.
• Help investigate application performance and availability issues.
• Participate in disaster recovery, security and infrastructure testing.
• Continue developing knowledge of AWS services and cloud infrastructure.

What We’re Looking For

• Degree or diploma in Computer Science, Information Systems or a related technical discipline, or equivalent practical experience.
• 5+ years of technical IT, SaaS support, systems or related experience.
• Strong SQL skills and experience working with relational databases.
• Ability to write queries involving joins, filtering, aggregation and data validation.
• Experience troubleshooting complex software or database problems.
• Experience with business intelligence or reporting platforms such as Tableau, Crystal Reports, Power BI or similar.
• Good understanding of networking fundamentals, including TCP/IP, DNS, firewalls, VPNs and connectivity troubleshooting.
• Experience supporting computers, hardware and business applications.
• Familiarity with AWS or another major cloud environment.
• Understanding of software testing and QA principles.
• Ability to read logs and methodically diagnose technical problems.
• Experience working directly with customers or end users to resolve technical problems.
• Excellent spoken and written English communication skills.

Considered an Asset

• AWS certification or hands-on AWS administration experience.
• Tableau experience.
• Scripting or programming experience.
• Previous experience working for a SaaS or software company.
• Experience working directly with software developers.
• Experience with APIs, JSON and system integrations.
• Security or cybersecurity experience.

Pay: $70,000.00-$85,000.00 per year

Education:

• Bachelor's Degree (preferred)

Experience:

• IT support: 5 years (preferred)

Work Location: Hybrid remote in Kitchener, ON (Waterloo District)