Technical Support Engineer

Job not on LinkedIn

🔥 10 minutes ago

🇨🇦 Canada – Remote

💵 $84.5k - $90k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fullsteam

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚘 Automotive

🏥 Healthcare

📦 Logistics

Automotive • Healthcare • Logistics

Fullsteam is a leading provider of modern and scalable payments technology integrated with vertical software to offer industry-specific features and end-to-end business management systems. It delivers mission-critical infrastructure and technology, empowering a wide range of niche industries such as automotive, healthcare, recreation, and self-storage. Fullsteam's cloud-first payments technology is designed for secure, seamless integration with other vertical software, transforming how various industries conduct business. The company also offers membership and event management software for nonprofits, as well as ERP solutions for B2B markets.

📋 Description

• Manage and resolve support tickets across Level 1 and Level 2 queues using HubSpot, meeting service levels and quality standards • Investigate, reproduce, and resolve complex technical issues escalated from Level 1 support • Maintain clear and proactive communication with customers • Handle sensitive or high-impact customer interactions • Escalate high-impact issues through appropriate internal channels, including video calls • Diagnose and resolve issues involving payment terminals, connectivity, and system integrations • Use Postman to make and troubleshoot REST API calls • Troubleshoot webhooks and third-party integrations • Analyze front-end technologies and CMS implementation issues involving HTML, CSS, and JavaScript • Develop solutions or workarounds and confirm successful resolution • Document suspected product defects with reproduction steps, evidence, customer impact, and workarounds • Partner with Product, Development, Payments, and other cross-functional teams to coordinate resolution • Communicate new feature updates to customers and internal teams • Follow company privacy, security, and payment-data requirements • Educate customers on platform functionality and best practices • Contribute to internal and external knowledge base content • Serve as a technical resource and mentor for Level 1 support team members

🎯 Requirements

• 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) • 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

🏖️ Benefits

• Medical • Extended Health and LTD plan • Dental • Vision • RRSP (with employer match) • Health Spending Account • Flexible paid time off