Associate, Technical Support Engineer (Bilingual)

TL;DR

Associate, Technical Support Engineer (Bilingual): Providing expert-level technical assistance to customers, solving complex product issues, and contributing to continuous product and process improvement with an accent on software, APIs, integrations, and infrastructure. Focus on reproducing issues, conducting root cause analysis, and working closely with engineering on bug fixes and feature requests.

Location: This position is a hybrid role based in our Mississauga office with the opportunity to work 2 days remotely per week

Salary: $58,000 - $65,000 CAD per year

Company

hirify.global is a leading technology company for the global information technology ecosystem.

What you will do

• Respond to complex inbound technical service requests over the phone and email directly with customers.
• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
• Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests.
• Create and maintain internal runbooks, FAQs, and technical documentation.
• Identify support trends and partner with Product & Engineering on long-term solutions.
• Handle support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert and providing diagnoses and issue resolution on our Platform.

Requirements

• A Diploma or Degree in Computer Science or Computer programming or equivalent.
• 2-4 years of technical support, solutions engineering, or a similar customer-facing technical role.
• Must be bilingual and Fluent in English and French.
• Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking.
• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases.
• Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL.

Culture & Benefits

• Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!