Technical Support Specialist II

📍 Job Overview

• Job Title: Technical Support Specialist II
• Company: eSCRIBE
• Location: Remote - Toronto
• Job Type: On-site
• Category: Customer Support
• Date Posted: 2025-06-11

🚀 Role Summary

• Key web technology aspect 1: Provide high-quality, second-line technical support for escalated customer issues and troubleshoot complex technical problems.
• Key web technology aspect 2: Act as a technical liaison between Customer Experience, Product, Engineering, and QA while advocating for customer needs.
• Key web technology aspect 3: Troubleshoot complex technical problems, support cross-functional teams, and advocate for customer needs with Product and Engineering.
• Key web technology aspect 4: Experience with livestream platforms, encoders (OBS, Wirecast, vMix), and protocols (RTMP, HLS) is strongly preferred.

📝 Enhancement Note: This role requires a strong technical background and experience in a SaaS environment, with a focus on customer support and troubleshooting.

💻 Primary Responsibilities

• Technical Support & Troubleshooting:

  • Diagnose, troubleshoot, and resolve complex software and technical issues escalated from Tier 1 support.
  • Investigate environmental factors affecting performance (e.g., networks, browser settings, APIs, integrations).
  • Respond to customer inquiries via ticketing system, phone, and video conferencing.
  • Document technical issues thoroughly, including steps to reproduce, system logs, and customer impact.
  • Implement and troubleshoot livestreaming solution alongside partner.
  • Investigate livestreaming issues, encoder problems, RTMP configurations, player performance, audio/video sync issues, and captioning.

• Product Knowledge & Enablement:

  • Become an expert in the product suite, features, and customer use cases.
  • Stay current with product updates and actively contribute to internal knowledge sharing.
  • Create and maintain detailed documentation, internal troubleshooting guides, and customer-facing help articles.

• Customer & Cross-Functional Collaboration:

  • Act as a technical liaison between Customer Experience, Product, Engineering, and QA.
  • Serve as a technical liaison with clients, offering clear and empathetic communication for incident updates, troubleshooting steps, and root cause summaries.
  • Provide clear updates to customers and internal stakeholders on ticket status and resolution timelines.
  • Participate in customer feedback loops to inform product enhancements.
  • Support product release readiness and identify potential risks from a support perspective.
  • Oversee investigation and updates with livestreaming vendor to manage escalation and support tickets.

📝 Enhancement Note: This role requires strong analytical, diagnostic, and troubleshooting abilities, as well as excellent communication skills with the ability to explain technical issues to non-technical audiences.

🎓 Skills & Qualifications

Education: Relevant bachelor's degree or equivalent experience in a related field.

Experience: 5-7 years of Tier 2 technical support experience in a SaaS or enterprise software environment.

Required Skills:

• Strong analytical, diagnostic, and troubleshooting abilities.
• Excellent communication skills with the ability to explain technical issues to non-technical audiences.
• Experience with livestream platforms, encoders (OBS, Wirecast, vMix), and protocols (RTMP, HLS).
• Strong cross-functional collaboration skills with Product, Engineering, and QA teams.
• Proven ability to prioritize and manage multiple issues in a fast-paced environment.
• Strong technical documentation and writing skills.

Preferred Skills:

• Experience with Zendesk, Azure DevOps, and CRM/ticketing platforms.
• Familiarity with meeting management software and local government processes.

📝 Enhancement Note: This role requires a strong technical background and experience in a SaaS environment, with a focus on customer support and troubleshooting. Familiarity with meeting management software and local government processes is a plus.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Specific web portfolio requirement 1 with responsive design and cross-browser compatibility focus.
• Specific web portfolio requirement 2 with performance optimization and accessibility standards.
• Specific web portfolio requirement 3 with user experience design and interface development.
• Specific web portfolio requirement 4 with server configuration and deployment demonstration needs.

Technical Documentation:

• Technical documentation requirement 1 - code quality, commenting, and documentation standards.
• Technical documentation requirement 2 - version control, deployment processes, and server configuration.
• Technical documentation requirement 3 - testing methodologies, performance metrics, and optimization techniques.

📝 Enhancement Note: This role requires a strong technical portfolio demonstrating experience in web development, server administration, and infrastructure projects.

💵 Compensation & Benefits

Salary Range: $70,000 - $90,000 USD per year, based on experience and regional standards.

Benefits:

• Company provided equipment (laptop, software, etc.).
• Employer paid extended health benefits, including health spending account (CAN based employees).
• Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings.
• An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.
• Medical Flexible Spending Accounts available.
• Dependent Care Flexible Spending Accounts available.
• Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher).
• Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.
• 401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4%.
• Unlimited PTO program each year.
• 11 paid holidays, and half day Fridays in the summer.

📝 Enhancement Note: This role offers a competitive salary range and comprehensive benefits package, including employer-paid health benefits, retirement savings plans, and unlimited PTO.

🎯 Team & Company Context

Company Culture:

• Industry: Local government meeting management solutions.
• Company Size: Medium-sized company with over 100 employees.
• Founded: 2007, with solutions empowering organizations across North America and as far away as Australia.

Team Structure:

• Web Technology Team Aspect 1: The team size and specialization areas (frontend, backend, DevOps, etc.).
• Web Technology Team Aspect 2: The reporting structure and hierarchy.
• Web Technology Team Aspect 3: Cross-functional collaboration with design, marketing, and business teams.

Development Methodology:

• Development Process 1: Agile/Scrum methodologies and sprint planning for web projects.
• Development Process 2: Code review, testing, and quality assurance practices.
• Development Process 3: Deployment strategies, CI/CD pipelines, and server management.

Company Website: eScribe website

📝 Enhancement Note: This role is part of a medium-sized company with a focus on local government meeting management solutions, offering opportunities for cross-functional collaboration and team growth.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-level technical support specialist with experience in a SaaS environment and a focus on customer support and troubleshooting.

Reporting Structure: Reports directly to the Manager, Customer Support, with cross-functional collaboration with Product, Engineering, and QA teams.

Technical Impact: Technical decisions and troubleshooting processes directly impact customer experience and satisfaction with the product.

Growth Opportunities:

• Growth Opportunity 1: Specific technical skill development with emerging web technologies and industry trends.
• Growth Opportunity 2: Technical leadership potential with team management and architecture decisions.
• Growth Opportunity 3: Career progression paths within the customer support and technical services teams.

📝 Enhancement Note: This role offers opportunities for technical skill development, leadership growth, and career progression within the customer support and technical services teams.

🌐 Work Environment

Office Type: On-site office environment with remote work options for some positions.

Office Location(s): Toronto, Ontario, Canada.

Workspace Context:

• Workspace Aspect 1: Collaborative workspace with cross-functional teams and shared resources.
• Workspace Aspect 2: Access to development tools, multiple monitors, and testing devices.
• Workspace Aspect 3: Opportunities for team interaction and cross-functional collaboration with designers, marketers, and business teams.

Work Schedule: Standard business hours with on-call shifts and maintenance windows as needed.

📝 Enhancement Note: This role offers a collaborative workspace with cross-functional teams and opportunities for team interaction and growth.

📄 Application & Technical Interview Process

Interview Process:

• Process Step 1: Technical preparation recommendations and coding/configuration assessment focus.
• Process Step 2: Web architecture expectations and system design discussion.
• Process Step 3: Web development team interaction and cultural fit assessment.
• Process Step 4: Final evaluation criteria and technical impact discussion.

Portfolio Review Tips:

• Portfolio Tip 1: Specific tactical advice for web portfolio curation and live demo presentation.
• Portfolio Tip 2: Project case study structure with user experience and technical implementation focus.
• Portfolio Tip 3: Code quality demonstration and responsive design standards for this role.
• Portfolio Tip 4: Company-specific web technology considerations and performance optimization examples.

Technical Challenge Preparation:

• Challenge Preparation 1: Typical web development exercise format and expectations.
• Challenge Preparation 2: Time management and solution architecture for web challenges.
• Challenge Preparation 3: Communication and technical explanation articulation for web concepts.

ATS Keywords: [Comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category: programming languages, web frameworks, server technologies, databases, tools, methodologies, soft skills, industry terms]

📝 Enhancement Note: This role requires strong technical interview preparation, with a focus on web development and server administration concepts, as well as company-specific knowledge and cultural fit assessment.

📌 Application Steps

To apply for this technical support specialist II position:

1. Submit your application through the application link.
2. Prepare your web portfolio with live demos and responsive examples tailored to this role.
3. Optimize your resume for web technology roles with project highlighting and technical skills emphasis.
4. Prepare for technical interview challenges with coding challenges and portfolio presentation strategies.
5. Research the company and product with a focus on web technology and user experience aspects.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.