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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing technical support workflows, including ticket resolution, API integrations, and documentation optimization. Proficient in leveraging AI tools and automation to enhance customer support processes within a SaaS environment.
Highest-signal resume keywords
Technical Account ManagementAPI IntegrationsJira ProficiencySaaS ExperienceData Migration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportBug DiagnosisProcess AutomationSSO ConfigurationDocumentation WritingCustomer Feedback AnalysisTicketing PlatformsCustom Field ConfigurationSandbox Account DuplicationFintech Ecosystem Understanding
Soft Skills
Problem SolvingCommunicationCustomer EngagementCollaborationAdaptability
Tools & Technologies
ZendeskIntercomQuickBooks OnlineNetSuiteMicrosoft ERPAI ToolsLLM-Driven Support Systems
Industry Keywords
KYCFraud PreventionHigh-Growth StartupTechnical Content OptimizationPrompt Engineering
About the role
Key responsibilities & impact- Manage and resolve complex inbound technical tickets via email and live chat
- Lead occasional video calls to troubleshoot high-priority issues
- Identify, reproduce, and document bugs for the Engineering team
- Gather customer feedback to help shape and influence the product roadmap
- Write and maintain internal and external documentation, FAQs, and how-to guides
- Leverage AI tools to optimize documentation and support AI Agents
- Automate, optimize, and expedite support workflows and internal processes
- Define user roles and permissions and manage SSO setups
- Connect the platform to existing technology stacks and manage API integrations
- Execute sandbox account duplications
- Customize platforms using custom fields, pipelines, and dashboards
- Serve as technical lead for complex customer account configurations
Requirements
What you’ll need- 2 to 3+ years experience in a technical, customer-facing SaaS role
- Strong preference for experience in Technical Account Management or Implementation within a high-growth startup environment
- Experience with modern ticketing platforms such as Zendesk, Intercom, or similar
- Prior experience with QuickBooks Online, NetSuite, or Microsoft ERPs highly valued
- Understanding of fintech ecosystems, including KYC, fraud prevention, Airwallex, or Stripe, is a significant asset
- Builder mindset and ability to identify process gaps and leverage automation
- Expertise diagnosing web and mobile application issues
- Highly proficient in Jira for tracking and resolving bugs
- Hands-on expertise in data migration, API setups, and SSO configurations
- Passion for AI and prompt engineering
- Understanding of technical content optimization for LLM-driven support systems
- Ability to explain complex API challenges and workflows to technical and non-technical stakeholders
- Must be located in Canada; position is remote within Canada only
Benefits
Comp & perks- Remote-first organization with flexible working hours
- Work anywhere from within Canada
- Responsible time off
- Extended health, vision, and dental benefits
- Employee Assistance Program (EAP)
- Health and wellness spending account
- Regular volunteer days
- Donate Your Day program
- Education lunch and learns
- Competitive stock program / stock options