Technical Support Specialist

Who we are

At Suite Spot, we are a Prop Tech company on a mission to transform how residential real estate is managed and operated  award-winning Suite Spot Maintenance and Capital SaaS solutions help our customers operate at scale by combining cutting-edge technology, enterprise support, and development agility in a best-in-class offering that we have come to be known for.

From day one, our work has been guided by four principles:

• Deliver value in the real world
• Execute with excellence
• Collaborate with tenacity
• Culture of coaching

Who we need

At Suite Spot, customer support is fundamental to our success. Positive customer interactions build lasting relationships, drive brand advocacy and loyalty, and provide a crucial competitive advantage.

Reporting to the Lead Support Specialist, we are hiring a Technical Support Specialist to meet increased demand as our client base grows. You will be part of a three-person team supporting clients Monday to Friday from 9-5:00 pm EST and responding to complex technical support requests. You will collaborate cross-functionally, conduct in-depth investigations, and manage issues from end to end. You will take ownership of determining the scope of an issue, assessing its severity, and driving the resolution process.

This is a remote opportunity based in Ontario.

Who you are

You have honed your skills in customer technical support, ideally within a SaaS or related field. You are a trusted advisor and a continuous learner. You thrive on tackling complex customer challenges, understanding their needs, and providing effective solutions. You are proactive and demonstrate a high level of accountability and ownership.

What’s in it for you

Autonomy. You will own the resolution process, providing personalized solutions tailored to each user's needs. Your insights will directly contribute to product enhancements.

Technical challenges. Our customers have on-site subject matter experts trained by our Delivery Consultants to resolve minor issues. You will take on issues that are complex, spanning across two products, web and mobile applications, and customized configurations.

Impact. Our customers recognize and value our relentless focus on their success. We scrutinize our work, give feedback openly, and ensure we build the right features and products. You will share in the satisfaction of having happy customers.

Career development. We foster a culture of learning and continuous improvement and respect work-life balance. You will be part of a company that fosters collaboration and openness. You will embrace opportunities to offer help, accept coaching, and participate in internal training. Whether you want to pursue team leadership or transition into Implementation or Delivery, as we grow, so will opportunities to advance your career.

What you will focus on:

• Incident response and technical assistance. You will handle incident responses and support requests submitted via email or our portal, providing Tier 2 customer support across one or both of our platforms. Your responsibilities will include troubleshooting issues related to production databases, configuration, and coding—focusing on optimization, data integrity, and performance. Additionally, you will work cross-functionally with Development, Production, and Implementation teams to resolve issues affecting individual users, clients with custom configurations, or global users.
• Knowledge base management. You will assist the Customer Success team with reporting and tracking issues and solutions. You will maintain and improve our knowledge base by creating and updating documentation. You will proactively develop resources to empower end-users and improve support efficiency.
• Product growth. You will identify themes and opportunities for product improvement. You will work closely with the Development and Delivery teams to assist in testing fixes, new features, and updates.

What you bring:

• The solution orientation. You are naturally curious and driven to investigate. You can meticulously analyze complex technical issues, follow a structured process, and think critically to identify and resolve root causes. You have the technical acumen to…