Technical Support Engineer - Calgary, Alberta, Canada

Full Time- Hybrid (2-3 days onsite) (9:00 am - 6:00 pm Shift)

This is an entry-level position intended for individuals with some experience triaging, reproducing, and resolving complex application issues related to products, product configurations, and custom code developed and delivered to customers.

Key responsibilities 

• Serve as a Technical Support Engineer/Analyst, providing support for all product technical issues. 
• Perform triage, troubleshooting, testing, analysis, and diagnosis of product-related issues, including custom applications and integrations. 
• Document all activities, findings, and resolutions thoroughly within the case management system. 
• Provide effort estimates for anticipated work and customer requests. 
• Deploy workarounds and hotfixes to mitigate product-related issues and maintain system availability. 
• Implement fixes, enhancements, and workarounds for issues related to custom-developed code. 
• Gather and document requirements for custom code changes and perform feasibility assessments. 
• Ensure system and technical documentation remains accurate, complete, and up to date. 
• Collaborate proactively with Support team members to promote best practices in troubleshooting, solution maintenance, and knowledge sharing. 
• Partner with R&D, and Project delivery Services teams as needed to resolve complex customer issues. 
• Participate in domestic and international travel, as required, for training, customer support, or support-related activities