Job Title: L1 Support Engineer

Location: Mississauga, ON (Onsite)

Experience: 2+ Years

Must Have: Excellent English+ French Speaking

Responsibilities:

• Provide technical assistance to customers via phone or email , ensuring timely issue resolution.
• Troubleshoot technical issues with applications by analyzing log files, error messages, and user reports.
• Log and monitor incidents, prioritize and resolve according to defined SLAs.
• Investigate and resolve incidents following SOPs to identify root causes and implement solutions.
• Collaborate with support teams, development teams, and third-party vendors to escalate and resolve complex incidents.
• Track and manage reported software bugs, ensuring proper documentation and resolution.
• Create and update knowledge base articles, FAQs, and troubleshooting guides.
• Participate in quality assurance activities, testing new features and verifying fixes.
• Requirements:
• Bachelor’s Degree in Computer Science or equivalent.
• Excellent verbal and written communication skills in English.
• Minimum 2 years of experience in B2B customer support roles for Enterprise or SaaS-based applications.
• Availability for 24/7 shifts, including weekends, holidays, or on-call support.
• Experience with ticketing tools and CRM systems.
• Strong interpersonal and customer service skills in a team-oriented environment.
• Basic understanding of ITIL, Cloud Infrastructure (AWS - Optional), and Operating Systems (Windows & Mac - Optional)