Senior Technical Support Engineer (Enterprise SaaS)

Hiring: Senior Technical Support Engineer (Enterprise SaaS)

Location: Toronto, Ontario (Hybrid 2 Days Onsite)

We are looking for an experienced Senior Technical Support Engineer to join our team and provide advanced technical support for enterprise SaaS applications. The ideal candidate will have a strong background in troubleshooting complex application issues, performing root cause analysis, and collaborating with Engineering and Product teams to deliver high-quality customer solutions.

Key Responsibilities:

• Provide advanced technical support for enterprise SaaS applications in a customer-facing environment.
• Troubleshoot and resolve complex application, platform, database, and integration issues.
• Perform root cause analysis and debug application issues using JavaScript and modern web technologies.
• Collaborate with Engineering, Product Management, and QA teams to reproduce issues, validate fixes, and improve product quality.
• Analyze application logs, browser developer tools, SQL queries, and system behavior to diagnose production issues.
• Manage technical support cases from investigation through resolution while meeting SLA requirements.
• Create and maintain technical documentation and knowledge base articles.
• Participate in incident management, problem management, and continuous process improvement initiatives.
• Support enterprise integrations, APIs, and web services while ensuring excellent customer experience.

Required Skills:

• 5+ years of experience in Technical Support, Software Engineering, Systems Administration, or Enterprise SaaS Support.
• Strong troubleshooting and debugging skills.
• Hands-on experience with ServiceNow.
• Strong knowledge of JavaScript, HTML5, CSS3, XML, AJAX, and modern web technologies.
• Experience with SQL/MySQL, relational databases, and database troubleshooting.
• Experience with REST/SOAP APIs, enterprise integrations, and web services.
• Working knowledge of Linux/UNIX, PowerShell, SSH, and basic networking concepts.
• Familiarity with ITSM, ITIL, CMDB, and incident/problem management processes.
• Excellent communication, analytical, and customer service skills.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.