Sr. Technical Support Specialist

Location: Waterloo, Ontario, Canada

Salary: 72,200–108,200 CAD per annum

Company

hirify.global is a global information management company developing software and services for digital transformation, with an AI-first approach to innovation.

What you will do

• Own complex client support cases end to end, including issue scoping, reproduction, root-cause analysis, solution validation, documentation, and client communication.
• Serve as the senior technical escalation point, guiding peers and determining when cross-functional escalation is required.
• Investigate applications, operating systems, databases, networks, authentication flows, integrations, infrastructure, logs, and traces.
• Coordinate critical investigations with Engineering, Product Management, Cloud Operations, Professional Services, Sales, and support teams.
• Mentor and train Technical Support Specialists through case coaching, knowledge sharing, and technical enablement.
• Lead selected L3 technical review meetings, participate in on-call rotation, and drive supportability, tooling, knowledge, and process improvements.

Requirements

• Degree or diploma in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent practical experience.
• Typically 6 or more years of experience in technical support, software support, systems engineering, implementation, development, or a comparable enterprise technology environment.
• Advanced troubleshooting across applications, operating systems, networks, security, databases, integrations, and cloud or hybrid infrastructure.
• Experience resolving complex issues in client-facing, production, and service-level-driven environments.
• Exceptional written and verbal communication, cross-functional coordination, sound judgment, and the ability to remain composed during high-impact situations.
• Experience with mentoring, knowledge sharing, technical enablement, or recognized expertise in an hirify.global technology or relevant technical domain.

Nice to have

• Experience with Windows Server, Unix/Linux, Apache Tomcat, Microsoft IIS, SQL Server, Oracle, SAP HANA, or DB2.
• Knowledge of DNS, TCP/IP, HTTP/S, proxies, load balancers, packet capture, Wireshark, Fiddler, or Charles.
• Experience with Active Directory, LDAP, SAML, OAuth, OpenID Connect, PKI, SSL/TLS, APIs, web services, Postman, containers, virtualization, monitoring, and high availability.

Culture & Benefits

• Work in a collaborative information management environment focused on innovation, creativity, and complex client outcomes.
• Participate in Knowledge-Centered Service through reusable knowledge articles and structured knowledge capture.
• Receive a benefits package supporting physical, emotional, and financial wellbeing.
• Vacation entitlement and paid time off are included; additional compensation details are provided during the hiring process.
• Reasonable accommodation is available throughout the recruitment process.