Technical Support Technician

About Can/Am Technologies

At Can/Am, we have been creating great software that empowers our clients to provide outstanding service to their customers for over 15 years. Our Teller Cashiering software is an industry-leading solution that automates and streamlines cash handling and financial management practices for County, and City governments. Can/Am serves clients across North America, with staff operating in the following locations:
Edmonton Alberta and Denver Colorado.

At Can/Am, we have been creating great software that empowers our clients to provide outstanding service to their customers for over 15 years. Our Teller Cashiering software is an industry-leading solution that automates and streamlines cash handling and financial management practices for County, and City governments. Can/Am serves clients across North America, with staff operating in the following locations:
Edmonton Alberta and Denver Colorado.

We've built an engaged team of hard-working and collaborative people in our U.S. and Canadian locations. Successful Can/Am team members model these values:

• Pursue thoughtful understanding | approaching every situation and person with compassion, seeking to gain insight at a deeper level
• Challenge reality | aspiring to improve with candor and future-focused ambition
• Engage growth together | cultivating a dynamic environment with opportunities to learn, have fun, and realize full potential
• Spark | igniting joyful experiences and innovative solutions with passion and energy
• Pay it forward | creating lasting value by investing generously in our people, platforms and community

As a Technical Support Technician at Can/Am, you own the front line for client-reported issues in Teller, our SaaS platform used by city and county governments across North America.

Your role is to respond to questions and problems reported by our clients, ranging from simple configuration updates to research and resolution for more complicated issues and data fixes. You are responsible for understanding each issue, resolving it, or documenting and triaging it to the appropriate resource, all while meeting SLA’s and maintaining communications with the client.

You will report to the Client Support Lead. This position is based in the United States.

We are looking for a persistent, collaborative troubleshooter who learns quickly and communicates clearly and effectively.

• Knowledge:
  General web application hosting and functionality, how configurable software behaves, troubleshooting complex and distributed systems, API basics, basic to intermediate SQL
• Experience:
  
  2+ years supporting a configurable software product, utilizing automated tools, including AI, to drive efficiency and ensure consistency when serving stakeholders
• Skills and Abilities:
  
  Explain technical findings to non-technical client staff; hold a live queue without losing open items; be responsive to changing priorities and tasks; communicate clearly and professionally; reason about an unfamiliar configuration surface; review logs and other data to establish the root cause of problems and confirm a fix
• Nice to have (not required):
  Teller configuration, AWS, Zendesk, JIRA, .NET, automated support tooling

• Triage and perform initial research for incoming support tickets
• Pursue a complete understanding of the problem and
• Investigate database and application logs to establish what happened
• Instruct the client on resolution steps they are able to perform themselves
• Validate and apply configuration changes (SQL, XML, JSON)
• Escalate code-level problems to a Support Engineer with evidence gathered
• Write knowledge base articles, documentation, and training materials
• Contribute to continuous improvement of…