Associate Technical Support Engineer - Bilingual (English/French)

TL;DR

Associate Technical Support Engineer (Bilingual): Providing expert-level technical assistance to customers by diagnosing, troubleshooting, and resolving complex technical issues across software, APIs, integrations, and infrastructure. Focus on root cause analysis, collaborating with engineering on bug fixes, and improving product and process.

Location: Hybrid in Mississauga, Canada, with 2 days remote per week

Salary: $58,000–$68,000 CAD per year

Company

hirify.global is a leading technology company in the global information technology ecosystem, playing a vital role in the worldwide IT sales channel.

What you will do

• Respond to complex inbound technical service requests via phone and email.
• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
• Reproduce issues, conduct root cause analysis, and collaborate with engineering on bug fixes.
• Create and maintain internal runbooks, FAQs, and technical documentation.
• Lead incident response or participate in on-call rotation for critical issues.
• Identify support trends and partner with Product & Engineering on long-term solutions.

Requirements

• Diploma or Degree in Computer Science or equivalent.
• 2-4 years of technical support, solutions engineering, or similar customer-facing technical role.
• Fluent in English and French (bilingual required).
• Deep experience with SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), and cloud services (AWS, Azure) or networking.
• Strong understanding of web technologies, integrations, or system architecture.
• Experience with ticketing systems (e.g., Zendesk, Jira), knowledge bases, webservers (Apache, IIS), and databases (MySQL, MSSQL, PostgreSQL).
• Strong knowledge of Application Protocols (DNS, HTTP, HTTPS, FTP) and basic understanding of Linux environments.
• Proven troubleshooting skills with critical thinking and clear communication under pressure.

Culture & Benefits

• Great Place to Work Certification™ for 2025-2026 in Canada.
• Access to flexible Healthcare, Dental, Vision, well-being benefits and perks.
• Critical illness, disability coverage, and mental health support.
• Paid time off and RRSP Matching.
• Commitment to ESG performance and diverse/inclusive organization.