Associate Technical Lead
Eptura
Department: Support
Employment Type: Full Time
Location: Canada
Shape the Future of Work with Eptura
At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.
Job Description
We are seeking a highly skilled Associate Technical Lead to deliver advanced technical support and drive resolution for complex client issues within our Asset product. This client‑facing role is critical to ensuring system reliability, operational continuity, and an exceptional customer experience. You will work closely with cross‑functional teams to troubleshoot technical challenges, optimize performance, and implement scalable solutions. In addition, you will play a key role in mentoring team members and contributing to continuous product and process improvements.
Responsibilities
- Provide advanced technical troubleshooting and resolution for complex issues within the Asset product
- Collaborate cross‑functionally with Technical Support, Cloud Operations, Engineering, and Professional Services teams
- Engage directly with customers and partners to facilitate timely and effective issue resolution
- Identify recurring technical issues and proactively contribute to product enhancements and performance optimization
- Monitor live systems and ensure reliability through proactive performance tuning and issue prevention
- Apply innovative and analytical thinking to solve complex technical challenges
- Clearly communicate technical concepts to both technical and non‑technical stakeholders
- Create and maintain documentation, knowledge base articles, and best practices
- Mentor and support team members, promoting technical excellence and knowledge sharing
- Identify, document, and escalates bugs to Engineering teams for resolution
- Participate in engineering initiatives and hackathons to contribute innovative solutions
About You
- 5+ years of experience supporting SaaS applications, with strong troubleshooting expertise
- Strong understanding of SaaS products, ideally with experience supporting Asset platforms
- Hands‑on experience with SQL Server, APIs, Azure, SSO, and SAML authentication
- Experience with cloud platforms and security technologies such as AWS, Azure, Apache Tomcat, SAML, and SCIM
- Familiarity with DevOps practices, CI/CD pipelines, and tools such as GitLab, GitHub, and Agile methodologies
- Strong diagnostic, analytical, and problem‑solving skills
- Excellent communication skills, with the ability to translate complex technical issues for diverse audiences
- Ability to manage multiple priorities and perform effectively under pressure
- Proactive and detail‑oriented, with a focus on continuous improvement
Preferred Qualifications
- Experience in Cloud Operations or Site Reliability Engineering (SRE)
- Strong knowledge of identity management and security protocols
Benefits
- Health, Dental and Vision Insurance
- 20 Days Annual Leave
- Life Insurance and Accidental Death & Dismemberment
- Group Retirement Savings Plan
- RRSP: 100% Company Match from up to 3% and 50% for the 4‑5%
- TFSA
- Employee Assistance Program
Equal Opportunity
Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.
#J-18808-LjbffrVacancy posted 5 hours ago
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