Customer Support Engineer
Provides Tier 1 technical support by resolving configuration and networking issues, managing a high-volume ticket queue, and communicating clearly with users. The role requires foundational networking knowledge, cross-platform troubleshooting skills, and strong written communication.
About the job
Responsibilities
- Act as the primary technical resource for less complex issues, resolving configuration and networking challenges.
- Manage a high-velocity ticket queue while meeting time-to-first-response and time-to-resolution targets.
- Provide clear, helpful, and accurate technical guidance to drive positive user outcomes and maintain high CSAT.
- Balance high-volume ticket replies with the technical depth needed to troubleshoot networking issues.
- Partner cross-functionally to identify recurring friction and advocate for user-experience improvements.
Requirements
- A tinkerer’s mindset and curiosity about how things work, demonstrated through personal projects, homelabs, or open-source contributions.
- Foundational knowledge of networking fundamentals, including DNS, IP addressing, firewalls, and routing.
- Proficiency troubleshooting across macOS, Windows, Linux, and mobile operating systems.
- Familiarity with Jira and Slack.
- Excellent written communication skills, with the ability to explain technical concepts empathetically and clearly.
- A proactive approach to learning new technologies and evolving infrastructure tools.
Compensation and Benefits
- Base salary range: $84,420–$132,660 CAD.
- Equity incentive plan and comprehensive benefits, including health, vision, and dental coverage.
- Employer-funded retirement contributions, matching contributions dollar-for-dollar up to a maximum annual employer contribution of 0.75% of eligible compensation.
- $1,500 USD annually for professional development.
- Flexible paid time off and paid parental leave.
- Company-owned laptop, monthly home internet reimbursement, and $500 USD for home-office equipment.
- Remote-first work environment with coworking support, team retreats, and off-sites.
Skills
DNS, Ip Addressing, Firewalls, Routing, macOS, Windows, Linux, Jira, Slack, Networking, Troubleshooting
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