Tier 2 Technical Support Engineer

Job Description

<p><strong>Tier 2 Technical Support Engineer</strong></p><p><br></p><p>Apex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for a Technical Support Engineer with experience working in Jira, exposure to coding preferably in Ruby or Python strong problem solving abilities and proven experience in a similar technical environment to place at our client.</p><p><br></p><p>Start date: ASAP.</p><p>Location: Toronto/hybrid</p><p>Application Process: It is best to apply via the medium on which you are seeing this posting. If you encounter technical difficulties submitting your resume, please send a Word version of your resume at dyba@apexsystems.com.</p><p><br></p><p><br></p><p><strong>Overview</strong></p><p><br></p><p>About the Role:</p><p><br></p><p>As a key contributor within Our Client’s Platform Support organization, the Tier 2 Technical Support Engineer will play an essential role in troubleshooting and resolving technical queries and platform issues for their partners. Your expertise will enhance our clients support for a diverse array of products, from white label services to APIs and IoT solutions. Collaborating closely with Engineering and cross-functional teams, you’ll ensure seamless and effective subject matter expertise, driving continuous improvement and success for our clients most strategic accounts. If you are customer-centric, self-motivated, and eager to thrive in a dynamic e-commerce environment, this is an exceptional opportunity for you.</p><p><br></p><p>About The Team:</p><p><br></p><p>The Platform Support team exemplifies Our Client’s commitment to "Rolling Up Our Sleeves" and "Going Far Together." They collaborate closely with Product and Development teams to deliver best-in-class support and solutions. The team thrives on transparency and problem-solving, embodying the spirit of "Serving Generously" as they foster long-standing partnerships with their Partners by addressing their most complex challenges.</p><p><br></p><p>About The Job</p><p><br></p><ul><li>Utilize statistical techniques to interpret and analyze data, providing actionable insights through ongoing reports.</li><li>Detect and assess trends or patterns within data sets to guide strategic decisions.</li><li>Efficiently manage stakeholder requests via the JIRA Service Desk, ensuring issues are resolved promptly.</li><li>Tackle complex challenges by leveraging extensive research and communication to comply with SLA standards.</li><li>Work with Product and Development teams to drive innovation by building new features and addressing bugs.</li></ul><p><br></p><p>About You</p><p><br></p><p>Minimum Qualifications:</p><p><br></p><ul><li>Bachelor’s Degree/Technical Diploma in a technical field or 5+ years of related practical experience.</li><li>In-depth knowledge of relational databases (e.g., PostgreSQL, Microsoft SQL Server).</li><li>Experience with telemetry and logging tools (e.g., DataDog, Dynatrace, New Relic, Sentry).</li><li>Proficient with incident & ticket management tools, including Jira, Zendesk, and Intercom, and familiarity with automated workflows.</li><li>Experience with managing multiple testing environments (UAT, prod, etc.).</li><li>Broad understanding of REST APIs and web technologies.</li><li>Proficiency in reading and understanding code in languages such as Ruby or Python.</li><li>Mandatory experience using Git and GitHub.</li></ul><p><br></p><p>Preferred Qualifications</p><p><br></p><ul><li>Ability to communicate complex technical topics clearly to audiences of varying technical expertise.</li><li>Proven experience in creating and maintaining customer-specific playbooks and SOPs.</li><li>Strong strategic planning skills, enabling simultaneous management of multiple projects.</li></ul><p></p>