Based in Ottawa, Ontario, Canada, Harris Computer Systems provides mission-critical software solutions for organizations across the United States and Canada, in
Technical Support Engineer
Location
CST (UTC-6)
Posted
2 days ago
Salary
$65K - $75K / year
Seniority
Mid Level
Job Description
Technical Support Engineer
Harris Computer Systems
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 SQL queries and walking clients through configuration fixes. - 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 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. - Intermediate SQL proficiency: JOINs, subqueries, aggregations. - Working knowledge of web application architecture. - Hands-on experience troubleshooting web-based applications. - Demonstrated self-sufficiency in solving undocumented problems. - Active, practical use of AI tools in a professional context. - Excellent written communication skills. - Ability to manage multiple active incidents simultaneously. - Bachelor's degree in Computer Science, Information Systems, or a technical discipline. Requirements - Serve as primary technical contact for international carrier customers. - Diagnose and resolve issues across web application layers. - Write and execute SQL queries against relational databases. - Reproduce customer-reported issues in non-production environments. - Deliver clear, technically substantive Root Cause Analysis documentation. - Create and maintain knowledge base articles and troubleshooting decision trees. - Respond to customer inquiries within SLA thresholds. - Produce daily shift handoff reports and participate in cross-functional syncs. - Identify systemic product issues through trend analysis. - Cover on-call responsibilities for critical incidents outside standard shift hours. - Continuously improve your own technical depth. 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!
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