Technical Support Engineer

Job description

Location: Ontario, Canada The Technical Support Engineering team serves as the global foundation for customer success by providing expert technical assistance and driving efficient solutions to complex product challenges. As a Technical Support Engineer, you will act as a primary point of contact and escalation lead, ensuring high-quality incident resolution and continuous process improvement. The mission of this team is to deliver exceptional technical support through meticulous troubleshooting and proactive knowledge sharing. Responsibilities: - Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system. - Author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting documentation. - Analyze ticket patterns and provide objective feedback to management regarding improvements to support processes and procedures. Minimum Qualifications: - 3+ years of professional experience in a Technical Support role specifically within the software or technology sectors. - Professional experience troubleshooting networking fundamentals, including TCP/IP, routing, subnets,...