Technical Support Engineer (FAAS)

Job#: 3040427

Job Description:

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 to Johanna at .

About the Role:

As a key contributor within Our Client’s Platform Support organization, the Technical Support Engineer will play an essential role in troubleshooting and resolving technical queries and platform issues for our Enterprise Partners. Your expertise will enhance our 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 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.

Minimum Qualifications:

Bachelor’s Degree/Technical Diploma in a technical field or 4+ years of related practical experience.

In-depth knowledge of relational databases (, PostgreSQL, Microsoft SQL Server).

Experience with telemetry and logging tools (, 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.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 844-463-6178.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex Benefits Overview: In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.