OVERVIEW
We are seeking a technically strong Technical Support Engineer - Integrations to provide advanced (Tier 2 / Tier 3) support for complex platform, integration, and infrastructure issues. This role focuses on diagnosing and resolving problems that could not be addressed by first-line support and requires deep troubleshooting skills across authentication, integrations, web services, scripting, and databases.
The successful candidate will act as a customer advocate , working closely with platform engineering, software engineering, and cross-functional teams to isolate root causes, resolve incidents, and improve platform reliability and user experience.
This role is ideal for a hands-on technical professional who enjoys complex problem-solving, understands how enterprise platforms work end-to-end, and can clearly communicate technical findings to both technical and non-technical stakeholders.
Location: Toronto, ON (Hybrid)
Contract Length: 12+ Months (Conversion Possible)
Pay: T4: $40-$43
RESPONSIBILITIES
Provide advanced technical support to administrators, technicians, and product support teams for complex platform, software, integration, and infrastructure issues.
Act as a Customer Advocate , supporting users and administrators of the platform and ensuring timely, high-quality resolution of technical cases.
Respond to escalations where first-line support has been unable to isolate or resolve issues in applications, integrations, or platform functionality.
Troubleshoot and diagnose design, reliability, configuration, and maintenance issues, escalating root-cause findings to platform engineering or software engineering teams as needed.
Resolve customer-created technical cases related to unexpected platform behavior, integrations, performance issues, and technical questions.
Develop a strong understanding of the platform’s core architecture, cloud technologies, and troubleshooting practices.
Analyze logs, system data, and integration payloads to isolate potential causes of issues.
Troubleshoot and support integrations including authentication, email, web services, and data exchange mechanisms.
Collaborate with internal teams to achieve individual and shared support and delivery goals.
Document findings, resolutions, and recommendations clearly for internal teams and customers.
QUALIFICATIONS (not all are required, prefer to have at least a few of the following skills)
Strong understanding of Web Services including SOAP and REST APIs .
Knowledge of networking fundamentals (e.g., DNS, HTTP/S, TCP/IP concepts).
Hands-on experience with scripting and familiarity with at least one programming language such as:
JavaScript
Python
Perl
Unix Shell
Windows Shell
Experience troubleshooting or configuring authentication and identity systems , such as:
Understanding of email systems and troubleshooting , including platforms such as Office 365 and Exchange (beyond just client applications).
Experience working with relational databases (e.g., MySQL, Oracle).
Knowledge of data extraction technologies (e.g., JDBC, ODBC).
Hands-on experience exporting and importing data between systems.
Experience supporting bi-directional integrations between enterprise systems.
Working knowledge of network troubleshooting tools (e.g., Ping, Telnet).
Experience gathering, reviewing, and interpreting log files , including tools such as Splunk.
SSO and authentication technologies , including deeper internal configuration and troubleshooting
Email protocols and server-side email infrastructure
NICE TO HAVE SKILLS
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.
