Senior Technical Support Specialist

Location: Waterloo, Ontario, Canada

Salary: CAD 72,160–108,240 per year, depending on education, experience, skills, geographical location, and internal and external market alignment.

Company

hirify.global is a global information management company developing solutions for digital transformation and AI-driven knowledge work.

What you will do

• Provide end-to-end technical support for hirify.global solutions deployed on premises and in the cloud.
• Isolate, reproduce, analyze, and resolve complex or escalated client issues.
• Document client interactions, issues, resolutions, processes, best practices, and technical white papers.
• Coordinate with development and cross-functional teams to track software defects and client-requested features through resolution.
• Act as an escalation point and mentor teammates on complex support cases.
• Provide operational feedback on queue activity, workload, and escalations, including after-hours or on-call support when required.

Requirements

• At least 4 years of experience in a technical support environment.
• University degree, college diploma in a related discipline, or equivalent work experience.
• Strong experience with Windows operating systems; Unix/Linux experience is beneficial.
• Experience with relational databases such as Microsoft SQL Server; Oracle experience is an asset.
• Intermediate to advanced knowledge in at least two areas: networking, administration and authentication, database management, security implementation, or high-availability infrastructure.
• Strong client-support, communication, problem-solving, prioritization, documentation, and first-call-resolution skills.

Nice to have

• Experience with Tomcat or Microsoft Internet Information Services.
• Experience with Wireshark, Fiddler, Active Directory/LDAP, OpenID, OAuth, SAML, proxy servers, load balancers, cryptography, PKI, SSL, or certificates.
• Oracle database experience and Unix/Linux administration experience.

Culture & Benefits

• Team-based environment with support from colleagues and opportunities to learn new technologies.
• Work with clients that include major Fortune 500 companies.
• Benefits package supporting physical, emotional, and financial well-being.
• Vacation entitlement and paid time off are included in the compensation programs.
• Commitment to diversity, inclusion, accessibility, collaboration, innovation, and personal growth.