Technical Analyst

TrueContext, formerly ProntoForms

. Own customer tickets from initial contact through resolution across email, portal, and phone .

Posted 9/21/2026full-timeOttawa • CanadaJuniorMid-Level💰 CA$60,000 - CA$75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in diagnosing and troubleshooting technical issues across various platforms, including mobile and API integrations. Capable of effectively communicating technical information to non-technical users while maintaining customer satisfaction.

Highest-signal resume keywords

Technical Support ExperienceAPI Documentation ReadingJSON Payload InspectionTroubleshooting Mobile IssuesJira Service Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingAPI InspectionData Source DiagnosisConditional LogicError Code InterpretationIntegration PlatformsMobile App SupportTicket ManagementDocumentationCustomer Solutions

Soft Skills

Customer CommunicationOrganizational SkillsProblem-SolvingSteadiness Under PressureTechnical Explanation

Tools & Technologies

Jira Service ManagementSalesforce Service CloudREST APIsWebhooks

Industry Keywords

SaaSField ServiceConstructionUtilitiesRegulated Industry

Tech Stack

Tools & technologies

AndroidCloudiOS

About the role

Key responsibilities & impact

Own customer tickets from initial contact through resolution across email, portal, and phone
Determine customers' underlying needs and provide appropriate solutions
Reproduce and diagnose form behavior issues involving conditional logic, repeatable sections, calculated fields, and validation rules
Diagnose Data Source and Data Destination failures, including refresh schedules, mapping errors, and payload formatting
Inspect API responses and integration logs to identify the source of failures
Troubleshoot mobile issues on iOS and Android, including offline sync, device performance, and version mismatches
Explain configuration changes to customers
Document bugs clearly for Engineering
Escalate issues with reproduction paths and business impact
Communicate with affected customers during platform incidents and close the loop afterward
Create help articles and internal runbooks for recurring problems
Maintain accurate ticket categories, statuses, and resolution notes
Share ticket patterns and customer sentiment with Customer Success and Account Management
Provide evidence-based product feedback and support trends to Product
Participate in shared evening and weekend on-call coverage

Requirements

What you’ll need

2 to 4 years in a technical support or similar customer-facing technical role at a SaaS company
Ability to narrow vague problem descriptions to a cause
Comfortable reading API documentation
Ability to inspect JSON payloads
Ability to interpret error codes
Exposure to REST APIs, webhooks, or integration platforms
Ability to support apps on both iOS and Android is advantageous
Ability to explain technical causes to non-technical users
Organized and able to manage a queue of issues
Ability to remain steady with upset customers and unclear issues
Jira Service Management or Salesforce Service Cloud helpful but not required
Background in field service, construction, utilities, or another regulated industry helpful but not required
Availability for a late shift from 12pm to 8pm ET, Monday to Friday
Occasional weekend coverage required
Participation in an on-call rotation for urgent after-hours issues
Regular time in the Ottawa office required

Benefits

Comp & perks

Company-wide & team social events
Wellness yearly allowance
4 weeks of vacation
2 True2ME days
1 TrueCrewCares day
Catered lunches 2x per week
Office snacks and drinks
Hybrid work environment (3 days a week in the office)