OVERVIEW
We're seeking an experienced Technical Support Engineer to join our Client's Technical Support team as Technical Support Engineer – IC2 – Platform Technologies. The ideal candidate combines deep technical aptitude with excellent interpersonal skills, as you'll be directly interfacing with customers and helping them navigate challenging situations.
This position requires the ability to quickly master the Client's platform and adapt to dynamic technical environments. While primarily working during regular business hours, flexibility for evening, weekend, and holiday coverage is essential to support the global customer base. The role requires onsite presence twice per week at our office location.
Location: Hybrid, 2x a week in Toronto
Pay CAD $40-43
12 months contract to hire
RESPONSIBILITIES
Serve as the final escalation point for complex technical issues within the ServiceNow Technical Support organization
Troubleshoot and resolve advanced issues across full web application technology stacks
Debug, analyze, and resolve issues using Object-Oriented programming languages (Java preferred, JavaScript acceptable)
Mentor and provide technical guidance to junior Technical Support Engineers
Work directly with customers to diagnose issues and communicate solutions clearly and professionally
Maintain a calm, professional demeanor while managing high-impact or escalated customer situations
Perform deep analysis of relational databases (MySQL, Oracle) to identify and resolve issues
Administer and troubleshoot Linux/Unix or Microsoft Server environments
Diagnose and resolve system and application performance degradation
Execute remote administration and troubleshooting using SSH, SNMP, WMI, and PowerShell
Develop scripting solutions using JavaScript, Python, Perl, Unix Shell, or Windows Shell
Document root cause analyses, solutions, and best practices for knowledge sharing
Collaborate closely with development, engineering, and product teams to escalate product defects
Participate in on-call rotations and provide after-hours support as required
Contribute to continuous improvement of support workflows and processes
Assist with onboarding and technical training of new team members
Lead technical discussions with customers to gather information and explain resolutions
Ensure a consistently high level of customer satisfaction and service quality
QUALIFICATIONS
Strong knowledge of databases and Object-Oriented programming languages
Java preferred
JavaScript acceptable
Demonstrated ability to troubleshoot and resolve complex technical issues
Working knowledge of web application stack components
Experience writing or debugging Object-Oriented code
Experience with one or more scripting languages :
JavaScript, Python, Perl, Unix Shell, or Windows Shell
Experience with relational databases such as MySQL and/or Oracle
Experience administering Linux/Unix or Microsoft Server environments
Customer-facing technical support experience preferred
Excellent verbal and written communication skills
Strong analytical and problem-solving abilities
Ability to understand and explain complex technical systems clearly
Works effectively in a team-based environment
Strong personal commitment to quality and customer service
Proven ability to remain professional when handling challenging user issues
Language Requirement :
Fluent in English and Spanish (reading, writing, and speaking required)
Portuguese proficiency preferred but not required
Ability to work flexible hours, including evenings, weekends, and holidays as needed
Willingness to work onsite twice per week
PREFERRED SKILLS
ServiceNow platform knowledge (can be learned on the job)
Linux expertise beyond foundational administration
Fundamental understanding of ITSM, ITIL, or CMDB concepts
Deep understanding of JavaScript
Advanced MySQL or Oracle experience
Experience diagnosing and resolving performance degradation issues
Familiarity with remote administration tools:
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.
