Senior Technical Support Specialist

The Opportunity The Senior Technical Support Specialist is a highly skilled, technically focused position that operates at the intersection of support, engineering, and automation. This role serves as a senior escalation point for complex platform issues, a driver of operational efficiency, and a mentor and technical reference for L2 support teams. The role requires strong technical depth, excellent communication skills, and the ability to operate independently in high‑impact situations.

Responsibilities Advanced Technical Support & Escalation

Act as a senior escalation point for complex L2/L3 platform, workflow, and integration issues

Troubleshoot issues across distributed systems, APIs, cloud infrastructure, and internal platforms (e.g., XR Adstream, XR ExtremeReach, AppCentral, Phoenix, Prodigy)

Perform deep log analysis, API inspection, and backend validation to identify root causes

Own complex tickets through resolution while maintaining SLA accountability

Partner with Engineering, DevOps, and Product teams during incidents and problem investigations

Automation, Tooling & AI Enablement

Identify repetitive or high‑effort support tasks and design automation solutions to improve efficiency and reliability

Build and maintain scripts, utilities, or lightweight tools using JavaScript, Bash, SQL, or similar technologies

Leverage AI‑assisted tools (e.g., LLM‑based copilots, automation frameworks, Cursor or similar AI coding tools) to accelerate troubleshooting and diagnostics, improve script and automation development, assist in knowledge creation and documentation, contribute to or enhance monitoring and alerting automation using platforms such as CloudWatch, Datadog, Grafana, Zabbix, or similar, and continuously evaluate emerging support technologies and recommend improvements

Platform & Systems Expertise

Provide expert‑level support for:

RESTful APIs (JSON/XML), authentication flows, and system integrations

Cloud platforms (AWS and/or Azure)

Linux/UNIX and Windows server environments

Databases (SQL / NoSQL) including query analysis and performance validation

Use tools such as Postman, Git/GitLab, Jenkins, and CI/CD pipelines to diagnose and validate system behavior

Support file processing, transcoding, and media workflows where applicable

Knowledge Sharing & Mentorship

Serve as a technical mentor for Technical Support Specialists, helping them resolve complex issues and grow technical depth

Create and maintain high‑quality technical documentation, runbooks, and troubleshooting guides

Actively contribute to knowledge transfer, especially for complex or legacy systems

Lead or support internal training sessions on tools, platforms, or recurring issue patterns

Incident & Problem Management

Participate in major incident management, providing technical leadership and structured analysis

Contribute to or lead root cause analysis (RCA) and post‑incident reviews

Identify systemic issues and recommend long‑term corrective actions

Support continuous improvement initiatives across support operations

Requirements Technical Skills

5+ years of experience in L2/L3 technical support, production support, technical video knowledge, or site reliability‑adjacent roles

Strong hands‑on experience with Linux/UNIX systems and networking fundamentals

REST APIs, JSON/XML, and backend troubleshooting

SQL (T‑SQL, MySQL, or similar) and NoSQL concepts

Scripting (JavaScript, Bash, or equivalent)

Cloud platforms (AWS and/or Azure)

Experience with monitoring, logging, and observability tools

Familiarity with CI/CD tooling and version control (Git)

Experience working with automation‑first support models

Modern Tooling & AI Experience (Strongly Preferred)

Practical experience using AI‑assisted development or support tools (e.g., Cursor, GitHub Copilot, internal LLM tools)

Ability to responsibly apply AI for troubleshooting, automation, and documentation while validating outputs critically

Experience designing or improving support automation workflows

Soft Skills & Professional Attributes

Exceptional problem‑solving mindset with strong analytical thinking

Clear, concise communicator—able to explain complex technical issues to both technical and non‑technical audiences

Strong ownership mentality; comfortable operating independently on high‑impact issues

Highly organized, detail‑oriented, and process‑driven

Collaborative team player with the ability to work effectively across time zones and cultures

Calm and effective under pressure, especially during incidents or outages

Proactive, curious, and continuously learning

Desirable Qualifications

ITIL certification or strong familiarity with ITSM principles

Experience in media, broadcast, OTT, or digital content platforms

Experience improving Zendesk or similar ticketing platforms through automation, workflows, or integrations

Hiring Disclosures

This job posting is for an existing vacancy — we currently have an open role and will fill this position upon finding a suitable candidate

Annual Salary Range: $75,000 - $85,000 CAD - This range represents the expected compensation for the role and includes base salary and any non‑discretionary bonus components

We use AI‑assisted screening technology to help review resumes for required skills and qualifications. Final hiring decisions are always made by our human hiring team

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