Support Engineer

• Own and work cases from an incoming ServiceNow queue, prioritizing and managing multiple issues at once
• Troubleshoot simple to moderately complex issues across Tecsys Elite applications and integrations through log analysis, research and problem recreation
• Write SQL queries and read Java-based code and stack traces to pinpoint root causes
• Communicate clearly with customers, confirm the business impact of each issue and keep them informed through to resolution
• Provide workarounds or alternate solutions when a permanent fix takes time
• Escalate and coordinate with EBS, Cloud Operations and BI teams when cases involve infrastructure, custom code or other systems
• Document solutions in the knowledge base and meet SLA commitments

Technical Support Analyst

• Own and handle tickets in the “ServiceNow” queue, prioritizing and managing multiple requests simultaneously
• Diagnose simple to moderately complex issues affecting Tecsys Elite applications and integrations through log analysis, research, and issue reproduction
• Write SQL queries and read Java code and stack traces to identify the root cause of issues
• Communicate clearly with customers, confirm the business impact of each issue, and keep them informed through resolution
• Propose workarounds or alternative solutions when a permanent fix requires more time
• Escalate tickets and collaborate with the EBS, Cloud Operations, and BI teams when issues involve infrastructure, custom code, or other systems
• Document solutions in the knowledge base and meet service-level agreement (SLA) commitments

• Provide friendly, responsive, and professional customer support in English and Québécois French by phone, email, and ticketing system
• Build rapport with clients and understand their issues
• Ask questions, investigate issues, and work toward appropriate solutions
• Translate technical information into clear, practical language
• Take ownership of customer concerns and follow through with updates
• Translate knowledge base articles, setup guides, FAQs, training resources, and other customer-facing documentation into Québécois French
• Review and update bilingual documentation as products, processes, and services evolve
• Learn YOVU's VoIP platform, systems, products, and common customer configurations
• Diagnose and troubleshoot networking, hardware, connectivity, workflow, and integration issues
• Support integrations with Applied Epic, Salesforce, and Microsoft Teams
• Document solutions and learnings in Confluence
• Monitor system alerts and participate in rotating after-hours on-call coverage
• Support French-language client onboarding, training, workflow configuration, technical explanations, and implementation troubleshooting
• Identify recurring customer challenges, document bugs and feature gaps, and share improvement ideas
• Work alongside the onboarding team as a bilingual customer and technical resource
• Help improve products, documentation, and customer experience

Bilingual Customer Support Technician

• Answer incoming calls for technical/customer service support
• Respond to incoming emails concerning technical issues
• Deliver prompt and efficient first-line technical/customer support and related business functions
• Provide technical support for LAN, desktop, and server devices
• Maintain enterprise Microsoft environments
• Create and manage tickets using service desk software
• Prioritize support workload and escalate complex issues to specialized technical teams

Technical Analyst

• Answer incoming calls for technical/customer service support
• Respond to incoming e-mails concerning technical issues
• Deliver prompt and efficient first-line technical/customer support and related business functions
• Provide technical support for LAN, desktop, and server devices
• Maintain enterprise Microsoft environments
• Create and manage tickets using service desk software
• Serve as the first point of contact for clients across phone, email, messaging, and support portals
• Handle multiple support tickets daily and prioritize workload
• Escalate complex issues to specialized technical teams when required

• Answer incoming calls for technical/customer service support
• Respond to incoming emails concerning technical issues
• Deliver prompt and efficient first-line technical/customer support and related business functions
• Provide technical support for LAN, desktop, and server devices
• Maintain enterprise Microsoft environments
• Create and manage tickets using service desk software
• Serve as the first point of contact for clients through phone, email, messaging, and support portals
• Handle multiple support tickets daily and prioritize workload effectively
• Escalate complex issues to specialized technical teams when required
• Work collaboratively within the Managed Services team

• Serve as a first responder for critical operational events, including extended downtime, major equipment failures, startup/restart failures, and chronic defect, scrap, or throughput crises
• Deploy to any U.S. or Canada plant on short notice to assess conditions, stabilize operations, and execute corrective action
• Act as on-site technical leader during escalation events, partnering with Plant Managers, Operations Leaders, and Maintenance Leaders
• Lead root cause analysis and ensure corrective actions are implemented, verified, and sustained
• Provide hands-on technical leadership across blow molding, bottle processing, packaging, upstream/downstream assets, plant utilities, and support systems
• Troubleshoot mechanical, hydraulic, pneumatic, electrical, and controls-related issues on the plant floor
• Execute corrective actions alongside plant teams
• Perform major preventive maintenance and overhaul work
• Operate blow mold production lines in emergency situations
• Build technical capability among operators and maintenance technicians
• Deliver hands-on training and improve operator and maintenance technical training programs
• Identify recurring issues and systemic gaps affecting safety, quality, cost, or delivery
• Implement standard work, processes, and controls to prevent recurrence
• Support sites in sustaining improvements after departure
• Reinforce safety, PPE, and environmental compliance
• Coordinate with equipment vendors and technical service providers
• Support vendor troubleshooting, parts strategy, and post-event learning
• Document root causes, corrective actions, and lessons learned from each deployment

Mechanical Support Technician

• Respond to customer inquiries for technical assistance by telephone and chat
• Troubleshoot basic- to moderate-complexity instrument issues with limited assistance
• Document all customer interactions accurately in the service management system
• Follow up closely on ongoing service interactions
• Interface with advanced support specialists and other departments
• Place parts orders as required
• Participate in on-call planning aligned with support hours
• Use tools such as merged reality and remote system access to resolve issues
• Promote and ensure privacy and security related to PHI according to HIPAA and GDPR
• Maintain a high degree of customer satisfaction and confidence in Bioscience products and services
• Maintain a professional image in behavior and verbal and written communications
• Perform other related duties and assignments as required

System Support Engineer I

• Help end users migrate to a new domain
• Maintain company computer software and hardware
• Process support requests and retain accountability for incidents until resolution
• Install, configure, and maintain computer workstations and servers in a Microsoft Windows environment
• Install, configure, and maintain peripherals and network hardware
• Document configurations and operating standards and practices
• Implement and monitor security policies
• Perform data backup and recovery
• Perform hardware and software upgrades
• Configure and troubleshoot corporate email using Exchange
• Participate in small- to medium-complexity infrastructure and software projects
• Communicate project progress to IT stakeholders
• Identify project risks, escalate issues to management, and assist with mitigation
• Perform other duties as required
• Work occasional evenings and weekends as required

• Help end users migrate to a new domain
• Maintain company computer software and hardware
• Process support requests and maintain accountability for incidents until resolved
• Install, configure, and maintain computer workstations and servers in a Microsoft Windows environment
• Install, configure, and maintain peripherals and network hardware
• Document configurations and operating standards and practices
• Implement and monitor security policies
• Perform data backup and recovery
• Perform hardware and software upgrades
• Configure and troubleshoot corporate Exchange email
• Participate in small- to medium-complexity infrastructure/software projects
• Communicate project progress to IT stakeholders
• Identify project risks, escalate issues to management, and assist with mitigation
• Perform other duties as required

Support Engineer jobs in Canada

Technical Support Analyst

Technical Support Analyst

Bilingual Customer Support Technician

Technical Analyst

Technical Analyst

Technical Analyst

Mechanical Support Technician

System Support Engineer I

Technical Support Analyst

Technical Support Analyst, Contract