Tier 2 Technical Support Engineer

Job Description

Tier 2 Technical Support Engineer

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.

Start date: ASAP.

Location: Toronto/hybrid

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.

Overview

About the Role:

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.

About The Team:

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.

About The Job

• Utilize statistical techniques to interpret and analyze data, providing actionable insights through ongoing reports.
• Detect and assess trends or patterns within data sets to guide strategic decisions.
• Efficiently manage stakeholder requests via the JIRA Service Desk, ensuring issues are resolved promptly.
• Tackle complex challenges by leveraging extensive research and communication to comply with SLA standards.
• Work with Product and Development teams to drive innovation by building new features and addressing bugs.

About You

Minimum Qualifications:

• Bachelor’s Degree/Technical Diploma in a technical field or 5+ years of related practical experience.
• In-depth knowledge of relational databases (e.g., PostgreSQL, Microsoft SQL Server).
• Experience with telemetry and logging tools (e.g., DataDog, Dynatrace, New Relic, Sentry).
• Proficient with incident & ticket management tools, including Jira, Zendesk, and Intercom, and familiarity with automated workflows.
• Experience with managing multiple testing environments (UAT, prod, etc.).
• Broad understanding of REST APIs and web technologies.
• Proficiency in reading and understanding code in languages such as Ruby or Python.
• Mandatory experience using Git and GitHub.

Preferred Qualifications

• Ability to communicate complex technical topics clearly to audiences of varying technical expertise.
• Proven experience in creating and maintaining customer-specific playbooks and SOPs.
• Strong strategic planning skills, enabling simultaneous management of multiple projects.