• Develop and implement processes delivery processes for future AP1000 plant deployment. • Develop and implement commissioning plans, procedures, and test protocols for nuclear systems and components. • Develop pre-operational and startup testing, including system turnover packages following engineering specifications. • Support Factory Acceptance Testing (FAT) and Site Acceptance Testing (SAT) activities. • Coordinate with cross functional teams to ensure readiness for commissioning. • Identify, document, and resolve deficiencies, non-conformances. • Ensure compliance with nuclear safety standards, NQA-1 quality requirements, and regulatory bodies (e.g., NRC, IAEA). • Review and verify system design documents, drawings, and specifications.

Role Description Join the Technical Support team, where you will be at the forefront of delivering exceptional customer service to clients worldwide. You'll join a dynamic Technical Support team dedicated to resolving issues quickly, accurately, and with empathy. Your role encompasses: - Answering product queries - Troubleshooting email delivery issues - Escalating complex concerns to the appropriate teams This position will be fully remote, covering the Pacific Time Zone. Your Impact - Delight Clients: Respond to client inquiries via Zendesk, resolving issues quickly, ensuring each interaction exceeds expectations. - Contribute to Team Excellence: Collaborate on process improvements, share insights, lessons learned, patterns in tickets, and innovate solutions that enhance the support experience. - Relationship Building: Friendly with a professional demeanor, ensuring that the customer's success is our success, and can easily build trust and positive rapport through helpful service. - Collaboration: Work cross-functionally to gather knowledge and share it in accessible formats for the broader team, enhancing overall efficiency. Qualifications - You are a maven in customer support, driven by client satisfaction and product adoption. - You have at least 1 year of professional Technical Support, Customer Service, Implementation or Success experience, preferably in business end-user troubleshooting, and within a SaaS environment. - You are an excellent communicator, able to convey complex technical concepts into clear, actionable information. - You are quick on your feet, resourceful, tenacious, and leave no stone unturned when problem-solving independently. - You value accuracy and organization, ensuring tickets are updated well to fully capture client issues and resolutions. - You are patient, personable, and have a great sense of humor. How You Can Stand Out - You have experience managing and troubleshooting email platforms and external email sending, including Outlook and Gmail. - You are familiar with or have had hands-on experience with various web-based support tools, such as Zendesk, Linear, Notion, etc. - You have experience with AI, able to effectively prompt, interpret, and humanize responses. - You are proficient with HTML and JSON analysis. Benefits - 100% employer-paid benefits + a Health Spending Account from day one. - Work from anywhere in the world for up to 4 weeks. - Stock option plan - own a piece of our success. - Generous vacation package to recharge and relax. - Personal development budget to fuel your growth. - One personal day and one volunteering day to give back to the community. - Your Birthday off—celebrate on us! - Five health days per year to stay at your best. Compensation & Work Details The base salary range for this role is $55,000 - $65,000 CAD. In addition to base salary, compensation is thoughtfully determined based on your experience, skill set, and alignment with our internal compensation framework and internal equity. This is a backfill position that will support the Pacific Time Zone and will be fully remote. Company Description Imagine being part of a team of brilliant minds, all shaping the future of workplace communication. Here at ContactMonkey, we’re not just sending out traditional emails with our internal comms software; we’re changing the way companies connect and communicate with their people. - Ranked by the Globe & Mail as one of Canada’s fastest-growing companies. - Recognized in 2023, 2024 and 2025 Deloitte Technology Fast 50™ awards for revenue growth over the past four years. - Recognized in 2023, 2024 and 2025 Deloitte Technology Fast 500™ as one of the fastest-growing companies in North America. - Raised $55 million Series A financing in 2023.

• Investigate and diagnose technical incidents of medium and high complexity within a microservices architecture. • Analyze logs, metrics and traces (Datadog, Kibana, Grafana) to identify root cause and propose corrective actions. • Understand the flow between microservices, internal APIs and dependencies to locate failure points. • Read code and perform reverse engineering in languages such as Node.js, Python and Java to support problem identification. • Troubleshoot external integrations, including connectivity, authentication, SSL, timeouts, latency and payload inconsistencies. • Accurately isolate whether the problem lies in the product, the partner or the internal infrastructure. • Make system adjustments, configurations and parameterizations according to business rules and internal requests. • Escalate issues to Development (L3) or SRE only when necessary, providing a complete diagnosis and evidence. • Generate insights from incidents and support data, identifying patterns, recurrences and areas for improvement. • Document processes, investigations, technical procedures and applied solutions, keeping playbooks up to date. • Collaborate with N1 Support, Customer Service, Engineering and Product, ensuring clear and contextualized communication. • Work with organization, attention to detail and a strong focus on the quality of the user experience.

• Handling first-level tickets (Service Desk), performing analysis, logging, categorization, and routing of requests. • Supporting software, corporate systems, email, and productivity tools. • Creating, modifying, blocking, and removing user access in accordance with information security policies. • Managing permissions and access profiles for corporate systems. • Assisting with onboarding, internal transfers, and offboarding processes for employees. • Monitoring and ensuring compliance with service level agreements (SLAs). • Liaising with infrastructure, systems, information security teams, and vendors.