Software Support Engineer

Technical Support Engineer (TSE)

Location:Toronto, ON (Hybrid 2 days per week)

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline, or equivalent practical experience.
• Typically 6+ years of experience in enterprise software technical support, software engineering, systems administration, or a related technical role.
• Demonstrated experience serving as a technical leader for highly complex customer environments and cross-functional technical initiatives.
• Expert-level object-oriented programming skills in Java/JavaScript, including advanced experience writing, debugging, and optimizing JavaScript code.
• Expert knowledge of dynamic web technologies including AJAX, AngularJS, CSS, XML, HTML/XHTML, JSON, Apache, and Tomcat.
• Deep understanding of modern web application architecture and the interactions between application, middleware, and infrastructure layers.
• Experience developing reusable automation, diagnostic tools, scripts, or frameworks that improve troubleshooting efficiency and operational excellence. Advanced understanding of enterprise networking concepts including TCP/IP, HTTP/HTTPS, DNS, firewalls, proxies, reverse proxies, load balancers, SSL/TLS, and network security.
• Expert ability to troubleshoot complex network communication issues across distributed enterprise environments.
• Advanced experience using remote administration technologies including SSH, SNMP, WMI, and PowerShell.
• Advanced knowledge of relational databases and SQL concepts (e.g., MySQL, Oracle), including query analysis and troubleshooting database performance issues.
• Expert-level experience designing, troubleshooting, and supporting enterprise integrations using SOAP and REST Web Services.
• Strong understanding of API authentication methods, integration patterns, and troubleshooting communication across multiple enterprise systems.
• Demonstrated ability to diagnose highly complex issues involving multiple integrated applications.
• Advanced experience supporting enterprise authentication technologies including LDAP, Active Directory, Single Sign-On (SSO), and identity management systems.
• Strong understanding of authentication protocols and user provisioning workflows.
• Advanced knowledge of enterprise messaging systems including Microsoft Exchange, Office 365, and related email troubleshooting.
• Advanced experience supporting enterprise cloud and virtualization platforms including AWS, Azure, and VMware.
• Strong understanding of distributed systems, cloud infrastructure, and enterprise platform architecture.
• Expert ability to analyze application, platform, and infrastructure logs to identify systemic issues.
• Strong understanding of communication security, encryption, certificates, and secure application design.
• Advanced knowledge of enterprise system administration principles.

The following additional skills are preferred but not required:

• Working knowledge of the ServiceNow Platform.
• Experience supporting enterprise SaaS applications in large-scale production environments.
• ITIL Foundation certification or equivalent understanding of IT Service Management principles.
• Experience with CMDB, Discovery, or Service Mapping concepts.
• Experience with data extraction technologies such as JDBC and ODBC.
• Strong familiarity with Eclipse IDE or similar development environments.
• Experience contributing to technical documentation, knowledge management, or automation initiatives.
• Experience leading cross-functional technical projects or organizational improvement initiatives.