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Senior Technical Support Engineer (Enterprise SaaS)

Hybrid in Toronto, ON, CA • Posted 14 hours ago • Updated 14 hours ago

Contract W2

25% Travel Required

Hybrid

Depends on Experience

Fitment

Dice Job Match Score™

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Job Details

Skills

JavaScript
HTML5
Css3
Customer Experience
Customer Facing
Linux
MySQL
Root Cause Analysis
SaaS
Web Browsers
Windows PowerShell
XML
Technical Support
SQL
SOAP
Information Technology
Product Management
Debugging
Ajax
Software Engineering
System Administration
Unix

Summary

Hiring: Senior Technical Support Engineer (Enterprise SaaS)

Location: Toronto, Ontario (Hybrid 2 Days Onsite)

We are looking for an experienced Senior Technical Support Engineer to join our team and provide advanced technical support for enterprise SaaS applications. The ideal candidate will have a strong background in troubleshooting complex application issues, performing root cause analysis, and collaborating with Engineering and Product teams to deliver high-quality customer solutions.

Key Responsibilities:

Provide advanced technical support for enterprise SaaS applications in a customer-facing environment.
Troubleshoot and resolve complex application, platform, database, and integration issues.
Perform root cause analysis and debug application issues using JavaScript and modern web technologies.
Collaborate with Engineering, Product Management, and QA teams to reproduce issues, validate fixes, and improve product quality.
Analyze application logs, browser developer tools, SQL queries, and system behavior to diagnose production issues.
Manage technical support cases from investigation through resolution while meeting SLA requirements.
Create and maintain technical documentation and knowledge base articles.
Participate in incident management, problem management, and continuous process improvement initiatives.
Support enterprise integrations, APIs, and web services while ensuring excellent customer experience.

Required Skills:

5+ years of experience in Technical Support, Software Engineering, Systems Administration, or Enterprise SaaS Support.
Strong troubleshooting and debugging skills.
Hands-on experience with ServiceNow.
Strong knowledge of JavaScript, HTML5, CSS3, XML, AJAX, and modern web technologies.
Experience with SQL/MySQL, relational databases, and database troubleshooting.
Experience with REST/SOAP APIs, enterprise integrations, and web services.
Working knowledge of Linux/UNIX, PowerShell, SSH, and basic networking concepts.
Familiarity with ITSM, ITIL, CMDB, and incident/problem management processes.
Excellent communication, analytical, and customer service skills.
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10439527
Position Id: 9026852
Posted 14 hours ago

Contact the job poster

Subhojeet Dey

Recruiter @ Tranzeal, Inc.

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