Tier 3 Support Specialist - Changing the face of sports at Uplifter

Vancouver, British Columbia, Canada -

Full Time

Start Date

Immediate

Expiry Date

01 Jun, 26

Salary

75000.0

Posted On

03 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, API Integrations, Data Analysis, Customer Communication, SaaS Platform Support, Configuration Issues, Data Imports/Exports, Payment Workflows, Bug Documentation, Analytical Skills, JSON, CSV

Industry

Embedded Software Products

Description

Thanks for checking out our job openings. See something that interests you? Apply here. Tier 3 Support Specialist Location: Hybrid – Vancouver, BC, Montreal, Toronto Department: Client Service Reports To: Head of Client Experience Employment Type: Full-Time Salary: $64-$75K based on experience About Uplifter Uplifter is a fast-growing SaaS platform powering thousands of sports organizations across North America, from community clubs to national governing bodies and world championship events. Our system handles millions of registrations, memberships, payments, and compliance workflows each year. We’re looking for a highly technical and customer-focused Tier 3 Support Specialist to handle complex escalations and advanced platform issues. This role is ideal for someone who enjoys deep problem-solving, working directly with customers, and collaborating with Product and Engineering to resolve challenging issues. Role Overview The Tier 3 Support Specialist serves as the senior escalation point within Client Services. You will investigate and resolve complex system issues, support integrations and data challenges, and ensure high-impact customer concerns are addressed quickly and clearly. This is a hands-on technical role that combines strong troubleshooting skills with excellent customer and cross team communication. You will participate in a detailed cross training plan with the Head of Product Enablement, supporting our knowledge capacity n Operations and lessening our dependency on the Product team. Why This Role Matters This role ensures that our most complex customer issues are resolved effectively and professionally. It also ensures we are building out an Operations team who understands the technical details of our platforms in detail, lessening our dependency on the Product team. By strengthening our technical support capability, the Tier 3 Support Specialist helps protect customer trust and supports our ability to scale. What You’ll Do Work closely with Product and Engineering to document and resolve bugs. Work closely with Product Enablement to learn, document and scale our support function capacity across the Operations team Act as an escalation point for Tier 1 and Tier 2 support issues. Troubleshoot complex platform, configuration, and data-related issues. Support API integrations, data imports/exports, and payment workflows. Work closely with Product and Engineering to document and resolve bugs. Communicate clearly with customers regarding technical findings and next steps. Create internal documentation and guidance to reduce recurring issues. Identify patterns in escalations and recommend improvements. What We’re Looking For 4+ years of experience in SaaS technical support or application support. Strong troubleshooting and analytical skills. Experience working with APIs, integrations, or structured data (CSV, JSON). Ability to explain technical concepts clearly to non-technical users. Calm and professional under pressure. Experience working within a heavily product focused organization Experience supporting membership-based or event-driven platforms is an asset. Bilingual (English/French) is a plus. Why You’ll Love Working at Uplifter Competitive compensation $64-$76K Health benefits after 90 days 10 vacation days 5 Sick days BC, 3 if based in On, QC Co-working office in We Works Espresso Bar, Bike storage, (location specific) Mission-driven company helping grow sport participation across North America. Great Mentorship How to Apply Submit your resume and (optional) a short note describing why you’re excited about this role and your experience.

Responsibilities

The Tier 3 Support Specialist acts as the senior escalation point, investigating and resolving complex system issues, supporting integrations, and ensuring high-impact customer concerns are addressed quickly. This involves working closely with Product and Engineering to document and resolve bugs while scaling support capacity across the Operations team.