Technical Support Engineer

Your role in our future

• Supporting our customers is the backbone of this position. By assisting our Customer Success team as they troubleshoot integration issues during rollouts and maintenance/issue calls, you will help bridge the knowledge gap between our customers and our software.

• As part of the Level 4 Support team, you will work closely with other TSEs to troubleshoot, identify and fix bugs and resolve both code and data-based customer issues as they arise. You will also work closely with DevOps and Level 3 Support as they coordinate on long-term customer data maintenance, archiving, and report generation.

• Learn! The TSEs gain valuable experience in problem solving and are provided with a unique, real-world perspective on the way our customers interact with our software. At Quadient we deeply value self-growth, and there are opportunities every day to gain knowledge through work with the application itself and directly from your fellow engineers.

What you will do

The Technical Support Engineer is responsible for handling the most complex and impactful customer issues escalated by our Customer Support and Success teams:

• Qualify, triage and prioritize tickets to determine the best course of action

• Troubleshoot technical issues related to the Quadient AP software

• Independently resolve complex tickets to meet customer needs

• Share progress updates with stakeholders in a clear and organized manner

• Consistently follow through on commitments and deliver high-quality work

• Analyze data to identify root causes of a problem, suggest and implement solutions

• Share knowledge and provide support to colleagues and other teams

• Proactively seek out opportunities for learning and improving inefficiencies

Your profile

• You are a junior-level engineer who is comfortable being on video calls, or a customer support representative with a passion for development.

• You are committed to the customers' success and make this part of all your decisions.

• You are personable and a great communicator. Explaining technical concepts to non-technical people is a core part of the job and you excel at it.

Preferred Qualifications

• Strong experience troubleshooting a variety of technical issues, including reproducing bugs, identifying root causes, and providing effective solutions with minimal guidance

• Experience with coding and programming languages (ideally PHP and Typescript), debugging, log parsing, source code versioning, SQL and databases in general

• Strong understanding of the Windows operating system, including installing/uninstalling software, user management and troubleshooting

• Familiarity with API, GraphQL, network protocols and command line interface

• Understanding of Accounts Payables workflows and/or Quadient software

• Basic understanding of cloud architecture, deployment, and management

Knowledge gaps can be filled. Even if you don't satisfy every single requirement or meet every qualification listed, we still want to hear from you.

This position has a salary range of: CA$58,800.00 - $88,200.00

Rewards & Benefits

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.

• Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.

• Inclusive Community: Join diverse communities and engage in our Philanthropy program.

• Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.

• Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We're a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at ***

Quadient is an Equal Employment Opportunity Employer*: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background. We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.

• This includes being an Affirmative Action Employer in the United States.

People. Connected.