Technical Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in Canada.

This is a customer-focused technical support opportunity for an engineer who combines strong troubleshooting abilities with excellent communication skills.
You will provide hands-on support across software, applications, systems, databases, integrations, and end-user environments.
The role involves managing support tickets, investigating incidents, resolving issues, and ensuring requests are handled according to business impact and SLA requirements.
You will work directly with customers while collaborating with Development, Engineering, and Product teams to resolve complex technical challenges.
Your knowledge of Microsoft Outlook, C#, SQL, and web applications will help you diagnose issues and deliver effective solutions.
You will also contribute to onboarding, implementation, configuration, and platform adoption while identifying recurring issues and opportunities for improvement.
This remote position is well suited to a technically curious professional who enjoys solving problems and helping customers succeed.

• Provide technical support to customers through tickets, calls, meetings, and written communication.
• Troubleshoot and resolve software, application, system, user, database, and integration-related issues.
• Manage multiple support requests and prioritize tickets based on urgency, business impact, and applicable SLA requirements.
• Provide end-user assistance, with particular emphasis on Microsoft Outlook troubleshooting and support.
• Apply working knowledge of C# to investigate application issues and support technical troubleshooting.
• Perform basic troubleshooting and queries using Microsoft SQL Server.
• Investigate incidents, identify potential root causes, and document troubleshooting processes, findings, and resolutions.
• Reproduce reported issues and provide Development or Engineering teams with clear and actionable technical information.
• Escalate bugs and complex technical problems to the appropriate technical teams when resolution requires further investigation.
• Support customers throughout onboarding, implementation, configuration, and adoption of the platform.
• Maintain clear, professional, and timely communication with customers throughout the support and resolution process.
• Identify recurring customer issues and communicate relevant insights and improvement opportunities to Engineering and Product teams.
• Maintain accurate documentation of customer interactions, incidents, solutions, and recurring technical problems.

Requirements:

• At least 1 year of experience in Help Desk, Technical Support, Application Support, Customer Support Engineering, or a similar technical support environment.
• Hands-on experience managing, investigating, and resolving technical support tickets.
• Strong experience providing end-user support for Microsoft Outlook.
• Working knowledge or professional experience with C# is required.
• Knowledge of Microsoft SQL Server and the ability to perform basic SQL troubleshooting and queries.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to assess the urgency and business impact of technical incidents and prioritize work accordingly.
• Experience working with SLAs, ticket queues, and support prioritization.
• Strong technical aptitude and the ability to learn new software platforms and technologies quickly.
• Ability to explain technical concepts clearly and effectively to non-technical customers.
• Strong customer-service mindset with patience, professionalism, and a solutions-oriented approach.
• Ability to manage multiple requests simultaneously in a fast-paced support environment.
• Full professional proficiency in spoken and written English.
• Availability to work Monday through Friday, from 8:00 AM to 6:00 PM CST.

Benefits:

• Fully remote work environment.
• Full-time employment opportunity.
• Customer-facing technical role with exposure to software, applications, databases, integrations, and web technologies.
• Opportunity to develop technical expertise across C#, Microsoft SQL Server, Microsoft Outlook, and application troubleshooting.
• Cross-functional collaboration with Development, Engineering, and Product teams.
• Opportunity to contribute to customer onboarding, implementation, configuration, and platform adoption.
• Exposure to diverse technical issues and real-world customer environments.