ScalePad

Technical Support Specialist

ScalePad

full-time

Posted on:

Location Type: Hybrid

Location: Vancouver • 🇨🇦 Canada

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Salary

💰 CA$60,000 - CA$70,000 per year

Job Level

JuniorMid-Level

Tech Stack

DNSFirewallsLinuxMacOSTCP/IP

About the role

  • Spend time interacting with users by email and occasionally by phone
  • Optimize documentation and processes that instigate changes to help scale
  • Gain unique insights into how tens of thousands of IT professionals operate
  • Work closely with our internal Partner Development Executives to provide technical/product expertise
  • Work closely with Product Management and Engineering teams to report and champion the resolution of bugs
  • Drive onboarding/adoption of the platform through your interactions with users
  • Champion our products by writing technical tutorials, publishing articles, and building inspiring demos
  • Document features and best practices, organizing them for discoverability and maintaining quality
  • Dream up and implement new ways to deliver, author, and interact with technical content

Requirements

  • 2+ years of experience providing technical support for a SaaS product
  • Strong problem-solving skills and the ability to research issues independently
  • Proficient in basic HTML and Markdown
  • Understanding of API fundamentals and the ability to interpret JSON responses
  • Solid understanding of ticketing systems and support tools
  • Proficient in troubleshooting technical issues across multiple platforms (e.g., Windows, macOS, Linux)
  • Basic knowledge of networking concepts (DNS, TCP/IP, firewalls)
  • Excellent written and verbal communication skills with a customer-first mindset
  • Ability to manage multiple tasks and prioritize in a fast-paced environment
  • Familiarity with backup or recovery solutions is an asset
  • Experience working with IT professionals, MSPs, or in a B2B environment is preferred.
Benefits
  • 100% medical and dental coverage fully employer-paid
  • RRSP matching after one year of employment
  • Monthly stipend to help offset the costs of the hybrid experience
  • Annual budget for professional development
  • Unlimited flex-time policy in addition to all accrued vacation
  • Wellness facility in the Vancouver office
  • Cutting-edge hardware for productivity.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportSaaSHTMLMarkdownAPI fundamentalsJSONtroubleshootingnetworking conceptsDNSTCP/IP
Soft skills
problem-solvingwritten communicationverbal communicationcustomer-first mindsettask managementprioritizationindependent researchcollaborationadaptabilitycreativity