The Technical Support Engineer provides advanced, customer-facing technical support for complex platform, payment, hardware, connectivity, and integration issues. This role independently investigates escalated cases, owns issues through resolution or effective escalation, and keeps customers and internal stakeholders informed throughout the process.
Working closely with Support, Engineering, Payments, and other cross-functional teams, the Technical Support Engineer identifies root causes, documents product defects, contributes to technical knowledge resources, and helps customers successfully use the platform. The role also serves as a technical resource for Level 1 Support team members.
Primary Responsibilities:Customer Support & Issue Resolution
- Manage and resolve support tickets across both Level 1 and Level 2 queues using HubSpot, ensuring timely and high-quality responses, meeting established service levels and quality standards
- Investigate, reproduce and resolve complex technical issues escalated from Level 1 support, maintaining clear and proactive communication with customers
- Handle sensitive or high-impact customer interactions with professionalism, empathy, and clarity
- Recognize and escalate high-impact issues through the appropriate internal channels including video calls
Technical Expertise & Troubleshooting
- Diagnose and resolve issues related to payment terminals, connectivity, and system integrations
- Use tools such as Postman to make and troubleshoot REST API calls
- Understand and troubleshoot webhooks and third-party integrations
- Analyze issues involving front-end technologies (HTML, CSS, JavaScript) and CMS implementations
- Develop appropriate solutions or workarounds and confirm successful resolution
Collaboration & Product Improvement
- Document suspected product defects with clear reproduction steps, supporting evidence, customer impact, and available workarounds
- Partner closely with Product, Development and Payments teams to coordinate resolution and keep stakeholders informed.
- Stay up to date on new features and effectively communicate updates to customers and internal teams
- Follow company privacy, security, and payment-data requirements when handling customer information
Knowledge Sharing & Enablement
- Educate customers on platform functionality and best practices
- Contribute to and improve internal and external knowledge base content
- Serve as a technical resource and mentor for L1 support team members when needed
Skills & Competencies:- Strong technical troubleshooting skills with a methodical, detail-oriented approach
- Clear and concise written and verbal communication skills, with the ability to explain technical concepts to non-technical users
- Strong ownership, judgment, and accountability in resolving customer issues
- Ability to prioritize competing cases and remain effective under pressure
- Strong collaboration skills and ability to work effectively with cross-functional partners
- Commitment to continuous learning and knowledge sharing
- Strong customer de-escalation skills and ability to manage challenging interactions professionally
Minimum Qualifications:- 2+ years of experience in a Level 2 or advanced technical support role, preferably in a SaaS or technology environment
- Hands-on experience troubleshooting REST APIs (e.g., Postman), webhooks, and third-party system integrations
- Experience troubleshooting payment systems, hardware (e.g., terminals), and connectivity issues
- Working knowledge of HTML, CSS, and JavaScript, particularly in diagnosing implementation issues
- Experience using a ticketing or case-management system; HubSpot experience is preferred
- Candidate must be located in Eastern Time (Canada)
Salary Range:
$84,489 - $89,957 CAD
Fullsteam recognizes that your health and wellbeing are a priority. This is why we offer a full suite of benefits that include:
• Medical
• Extended Health and LTD plan
• Dental
• Vision
• RRSP (with employer match)
• Health Spending Account
• Flexible paid time off
This posting is for an existing vacancy and will remain open until filled.
