Role Description Globys, a division of Harris, is seeking a Technical Support Engineer who has genuine technical depth and investigates, diagnoses, and resolves complex customer issues at Tier 1 and Tier 2. - This role is the primary technical point of contact for our international carrier customers (AT&T, Telstra, TELUS, OneNZ, and others). - Demands someone who is comfortable writing a SQL query to reproduce a data anomaly as well as walking a client through a configuration fix. - You will own tickets end-to-end; escalation to Tier 3 engineering is reserved for confirmed code defects or infrastructure issues. - Success is measured by your self-resolution rate, response quality, and documentation thoroughness. - This remote role is open to US candidates in the Central Time Zone. - Salary: 65K - 75K Qualifications - 2-4+ years in a technical support, application support, or SaaS support role where you were resolving issues - not just routing them. - Intermediate SQL proficiency: JOINs, subqueries, aggregations, and the ability to use SQL to investigate real-world data problems independently. - Working knowledge of web application architecture: how requests flow from browser to API to database and back; familiarity with HTTP, REST APIs, JSON. - Hands-on experience troubleshooting web-based applications - inspecting network requests, reading server logs, interpreting error codes. - Demonstrated self-sufficiency: a track record of solving problems that weren't already documented, without waiting to be handed the answer. - Active, practical use of AI tools (ChatGPT, Claude, Copilot, or equivalent) in a professional or technical context. - Excellent written communication: clear incident summaries for carrier executives and precise technical handoffs for engineers, in the same day. - Ability to manage multiple active incidents simultaneously without losing quality or urgency on any of them. - Bachelor's degree in Computer Science, Information Systems, or a technical discipline - or equivalent demonstrated technical experience. Requirements - Serve as primary technical contact for Globys' international carrier customers - triaging, reproducing, and resolving issues at Tier 1/2. - Diagnose and resolve issues across web application layers: front-end behavior, API responses, data ingestion anomalies, configuration errors, and portal access problems. - Write and execute SQL queries against relational databases to investigate data discrepancies, validate expected behavior, and support Root Cause Analysis. - Reproduce customer-reported issues in non-production environments; develop and communicate workarounds while permanent fixes are in progress. - When no existing documentation covers an issue, dig - search technical forums, vendor documentation, related codebases, and use AI-assisted research to surface parallel patterns. - Deliver clear, technically substantive Root Cause Analysis documentation for every major incident, suitable for carrier-level customers. - Create and maintain knowledge base articles, runbooks, and troubleshooting decision trees. - Respond to customer inquiries within SLA thresholds; provide daily written status updates on all active incidents. - Produce daily shift handoff reports and participate in cross-functional syncs with Engineering, QA, and Operations. - Identify systemic product issues through trend analysis and proactively surface them to Engineering with supporting data. - Cover on-call responsibilities for critical incidents outside standard shift hours as defined in the rotation. - Continuously improve your own technical depth - use slow periods to explore product internals, study related technologies, and close your own knowledge gaps. Benefits - 3 weeks’ vacation and 5 personal days. - Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment. - Employee stock ownership and RRSP/401k matching programs. - Lifestyle rewards. - Remote work and more!