Technical Support Engineer – Technology Services (Toronto)

The Opportunity

Neilson Financial Services is seeking a high-calibre Technical Support Engineer to join our Technology Services team in Sydney. This role is for a proven problem‑solver and doer—someone who can operate independently, take ownership of issues end‑to‑end, and deliver great outcomes for customers without hand‑holding.

You will be a key part of our Support Desk function, supporting business‑critical InsurTech applications and Microsoft‑based workplace systems that our teams rely on every day. This is a highly customer‑facing role that blends strong technical troubleshooting with excellent communication, judgement, and follow‑through.

At Neilson, everyone is empowered to be a builder and an engineer—including support engineers. You’ll be encouraged to improve systems, automate where it makes sense, and help shape better ways of working as we continue our cloud‑first, Microsoft‑centric transformation.

The Role

As a Technical Support Engineer, you will own the full lifecycle of support for internal applications and services—from first contact through resolution and prevention.

You’ll work closely with colleagues across Sydney and globally, providing calm, confident support while also partnering with engineering and infrastructure teams to diagnose issues properly and reduce repeat incidents. Success in this role means trust from the business, faster resolution times, and systems that get more stable over time because of your input.

This role suits someone who has “seen most things before,” knows where to start when something breaks, and takes pride in delivering a great customer experience.

What You’ll Do

Own support tickets end‑to‑end (incidents, requests, problems, changes), from triage through resolution, with clear communication and accountability

Deliver excellent, customer‑focused support to colleagues across the Sydney office and beyond

Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and collaboration tooling

Troubleshoot issues across internal applications, integrations, and cloud services, escalating with clear context when deeper fixes are required

Support user onboarding and offboarding, access requests, group membership, and permissions using Entra ID / Azure AD and related tools

Monitor service and application health, respond to alerts, and follow or improve runbooks

Perform structured investigation of issues using logs, dashboards, and available diagnostics

Participate in root‑cause analysis and problem management, contributing ideas that prevent recurrence

Maintain and improve documentation, knowledge articles, and support procedures

Partner with Infrastructure on device setup, endpoint support, and environment hygiene when required

Safeguard sensitive data and systems by enforcing least‑privilege access, auditability, and strong PII handling practices

What We’re Looking For

Proven experience in Technical Support, Application Support, or IT Service Operations within a professional or enterprise environment

A strong customer‑first mindset—you communicate clearly, listen well, and build trust with both technical and non‑technical colleagues

Demonstrated ability to work independently, take ownership, and drive issues to resolution without constant guidance

Strong experience in a Microsoft‑first environment, including Microsoft 365 and Windows‑based endpoints

Solid understanding of identity and access management concepts (users, groups, permissions, access controls)

Experience working with ITSM tools such as Zendesk, ServiceNow, or Jira Service Management

Comfort working alongside engineers and platform teams, providing clear problem statements and validating fixes

Ability to use monitoring tools, logs, and dashboards to assist with investigation and escalation

Basic scripting or automation experience (e.g. PowerShell, Python) to improve efficiency and reduce manual work

A mindset of continuous improvement—you look for better, simpler, more reliable ways to support the business

Nice to Have

Exposure to financial services, insurance, or other regulated environments

Familiarity with Azure or cloud‑hosted applications

Interest in automation, AI‑assisted support workflows, or self‑service tooling

Growth & Culture

At Neilson, support engineers are not just ticket‑handlers—they are trusted operators and change agents.

You’ll be encouraged to contribute ideas, improve processes, and help raise the bar for how support is delivered. Over time, this role can grow in multiple directions depending on your interests, including deeper application support, technical leadership, automation, cloud operations, or security‑focused paths.

Logistics & Success Measures

Participation in an on‑call rotation as required

Success measured by customer satisfaction, ownership of issues, reduced repeat incidents, improved response times, and high‑quality documentation

If you take pride in solving problems, supporting people well, and making systems better than you found them, we'd love to hear from you.

About Neilson

At Neilson, our mission is to make life insurance simple, secure, and globally accessible. Since 2012, we’ve grown from a UK‑based startup into a multinational digital insurance leader operating across the UK, USA, Canada, Ireland, and Australia, with over 1,000 employees worldwide.

We Offer

Neilson provides a competitive total compensation package, extensive learning opportunities, and a supportive environment where you can grow your career. Compensation is based on experience and skills. Benefits include :

Comprehensive health and dental coverage

RRSP matching to help support your financial future

Generous paid time off to recharge and reset

Compensation Disclosure

Expected compensation range $61,000 CAD to $85,000 CAD.

Vacancy Status

This posting is for an existing vacancy on the Technology Services Team.

AI Disclosure

We use AI to assist with parts of our screening process and for interview note taking. All hiring decisions are made by humans.

Accessibility for Job Applicants

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.

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