Senior Technical Support Specialist - Canada

at  Signiant Inc

JOB SUMMARY

As a key member of the Signiant Technical Support team, the Senior Technical Support Specialist will provide expert-level technical assistance and strategic support to Signiant’s customers, partners, and cross-functional teams. This role involves complex issue resolution, leadership in support process improvement, ownership of professional service projects focused on product customization and integrations, deploying Signiant software solutions, onboarding new customers, and proactive engagement in optimizing team tools, processes, and customer issues. This individual will drive support initiatives, lead escalations, and act as a liaison with the engineering team to implement solutions resolving customer-reported bugs and issues.
Requirements:

EXPERIENCE & EXPERTISE:

• Minimum of 7 years of experience in technical support or related fields in a software company, with a track record of successfully managing complex production environments.
• Hands-on experience with Windows, Linux, and Mac OS environments, as well as multi-platform troubleshooting.
• Networking knowledge, including TCP/IP, DNS, and SSL, with experience in packet capture and analysis.

ANALYTICAL & TROUBLESHOOTING SKILLS:

• Strong diagnostic skills and proficiency in root-cause analysis, with the ability to implement proactive, preventative measures.
• Ability to synthesize data insights to predict and address system bottlenecks and inefficiencies.

ADDITIONAL DESIRABLE SKILLS:

• Experience in technical support leadership roles, with the ability to delegate, prioritize, and coach effectively.
• Expertise in technical documentation and knowledge management systems to empower both internal teams and end-users.
• Ability to work flexible hours to support a 24/7 environment and provide guidance in high-pressure, critical situations.

ESSENTIAL FUNCTIONS

• Lead and Resolve Advanced Technical Issues: Provide exceptional, senior-level support by diagnosing and resolving complex technical issues for customers, partners, and sales engineers, demonstrating technical leadership and initiative.
• Deployment and Customer Onboarding: Manage the deployment of Signiant software solutions, ensuring smooth transitions for new customers and providing comprehensive onboarding to maximize product adoption and success.
• Customer Impact Focus: Act as the primary point of escalation for challenging, high-impact technical issues, driving timely and effective resolutions for mission-critical customer needs.
• Project Leadership in Professional Services: Lead professional service projects aimed at product customization and integrations, coordinating with customers to understand requirements and deliver solutions aligned with their business needs.
• Critical Availability: Provide on-call support for critical escalations outside standard business hours as needed, prioritizing rapid resolution and customer satisfaction.
• Cross-functional Collaboration: Work closely with development, QA, and product management teams to assist in developing and testing patches, updates, and scripts for issue resolution and software enhancements.
• Team Mentorship and Skill Development: Mentor junior team members, fostering skill enhancement and knowledge-sharing across the support team.

SUPERVISORY RESPONSIBILITIES

While this position does not formally supervise other roles, the Senior Technical Support Specialist is expected to act as a mentor to other support team members and provide informal leadership within the department.