Tier 2 Technical Support Agent

Job not on LinkedIn

🕒 June 23

🇨🇦 Canada – Remote

💵 $70k - $80k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 30%

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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Jonas Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏗️ Construction

🏥 Healthcare

🏭 Manufacturing

Construction • Healthcare • Manufacturing

Jonas Software is the leading provider of enterprise management software solutions to over 40 different vertical markets. The company has acquired over 160 unique and innovative companies, positioning itself as a trusted source for technology and product innovation. With a client base of over 40,000 customers worldwide, Jonas Software operates offices across multiple continents and employs over 3,500 skilled professionals. Its vision is to be a global leader in enterprise management software, recognized for quality and customer service.

📋 Description

• Serve as the escalation point for Tier 1 technical support issues • Troubleshoot payment gateway, API, webhook, tokenization, and transaction processing issues • Analyze logs, API calls, and transaction data to identify root causes • Collaborate with Engineering, QA, and Product teams to resolve issues • Assist merchants and partners with integrations, SDK configuration, and best practices • Update internal documentation and knowledge base resources • Provide recurring issue feedback to product teams • Participate in on-call rotation as required • Perform additional responsibilities assigned by leadership to support departmental and organizational objectives

🎯 Requirements

• 2–4 years of experience in technical support or client-facing engineering • Strong knowledge of REST APIs, JSON, authentication, and webhooks • Understanding of payment processing concepts including settlement, chargebacks, tokenization, and PCI compliance • Experience with Postman, Splunk, or comparable debugging platforms • Strong written and verbal communication skills • Ability to work independently and collaboratively in a fast-paced environment • Experience with ticketing systems such as Zendesk, Jira, or Salesforce • Strong understanding of payment fee models, transaction lifecycle processes, and industry standard payment processing practices • Experience with payment platforms such as Stripe, Adyen, or Authorize.Net • Basic knowledge of scripting or query languages (Python, SQL) • Familiarity with SaaS and cloud-based tech environments • Must be eligible to travel to the USA • Must have pre-existing legal authorization to work in the United States of America • This position does not offer visa sponsorship

🏖️ Benefits

• 100% remote-first work model, with flexibility to work from home or a location of choice within Canada • Comprehensive medical, dental, vision, and life insurance plans • 15 paid vacation days annually • 5 paid sick days annually • 1 paid personal day annually • Employee Share Program (Ticker: CSU.TO)