Senior Technical Support Engineer at SurveyMonkey

Ottawa, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

23 Jan, 26

Salary

0.0

Posted On

25 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Customer-Centric Approach, Data-Driven Problem Solving, API Support, Relationship Building, Initiative, SaaS Experience, Salesforce Proficiency, Web Technology, Platform Technology, Logging Technology, Communication Skills, Empathy, Process Improvement, Collaboration

Industry

Software Development

Description

SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. We combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-powered technology, it’s like having a team of expert researchers at your fingertips. Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at surveymonkey.com. What we’re looking for As a member of the Technical Support Engineering team, you'll tackle some of the most complex challenges impacting SurveyMonkey’s customers. Your expertise in troubleshooting, customer-centric approach, and data-driven problem-solving will help resolve individual customer issues, improve internal processes, and influence product changes. You'll collaborate closely with product and engineering teams to triage issues, analyze trends in product quality, and provide insights that drive improvements. Additionally, you’ll work directly with customers (including developers using our API) while also supporting initiatives that enhance troubleshooting skills and technical knowledge across the global Customer Operations team. What you’ll be working on Helping to solve some of our toughest product issues, from debugging problems faced by developers using our API to troubleshooting complex customer challenges. Meeting customers at their most frustrated moments and guiding them to a resolution with clarity and empathy. Improving the way we track and address technical issues by refining processes, systems, and collaboration with other teams. Communicating clearly and adaptively in every situation. Whether it’s providing customers with helpful context, sharing detailed reproduction steps with product and engineering, or keeping the team informed during outages. Taking an active role in shaping team and company priorities, contributing to projects that drive meaningful improvements. We’d love to hear from people with 3+ years of experience solving technical issues for customers. 2+ years supporting developers using an API. Demonstrated experience building and owning relationships with internal or external collaborators across different disciplines. Proven ability to take initiative on projects that grow or improve work at a functional, team, or business level, owning execution and accountability. SaaS experience. Proficient understanding of Salesforce. Ability to communicate written and orally in English at the B2+ level. Preferred Qualifications - Familiarity with one or more of the following: Web technology (e.g. HTML, JavaScript, CSS, XML, PHP). Platform/developer technology (e.g. API, SDK). Logging technology (e.g. Splunk). SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution in problem-solving and decision-making. As such, you will be required to work from a SurveyMonkey office up to 1 day per week. #LI - Hybrid Why SurveyMonkey? We’re glad you asked At SurveyMonkey, curiosity powers everything we do. We’re a global company where people from all backgrounds can make an impact, build meaningful connections, and grow their careers. Our teams work in a flexible, hybrid environment with thoughtfully designed offices and programs like the CHOICE Fund to help employees thrive in work and life. We’ve been trusted by organizations for over 25 years, and we’re just getting started. Our milestones include celebrating a quarter-century of curiosity with 25 acts of giving, opening new hubs in Costa Rica and India, crossing the threshold of 100 billion questions answered, and earning recognition as one of the Most Inspiring Workplaces across North America and Asia. We live our company values—like championing inclusion and making it happen—by embedding them into how we hire, collaborate, and grow. They help shape everything from our culture to our business decisions. Come join us and see where your curiosity can take you. Our commitment to an inclusive workplace SurveyMonkey is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.

Responsibilities

You will tackle complex challenges impacting SurveyMonkey’s customers, resolving individual issues and improving internal processes. Additionally, you’ll collaborate with product and engineering teams to analyze trends and provide insights for product improvements.