Technical Support Engineer

Overview

Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. We aim to help our clients unlock the firm they’ve always wanted with our Practice Management Suite. We place a strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way.

Interested in learning more about Canopy & the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more!

The Opportunity:

The Technical Support Engineer is a key member of our Technical Support Engineering Team. This position requires balancing direct customer support and collaboration with cross-functional teams to ensure high-quality service. The role involves resolving escalated issues and driving process improvements. If you’re passionate about technical problem-solving, this is your opportunity to make a significant impact.

This is a hybrid position available for candidates based in Utah only.

• Provide direct technical support by diagnosing and resolving complex technical problems related to the Canopy app
• Work with Tier 2 Support to ensure smooth escalations and prompt resolutions
• Foster a culture of ownership and accountability by coaching TSEs on best practices for troubleshooting and customer interaction
• Act as a point of contact for cross-departmental collaboration, working with Support, Product, CX, and Engineering to address high-priority issues
• Provide feedback to the Engineering and Product teams regarding trends and recurring issues to drive improvements
• Lead regular team meetings, provide performance feedback, and implement strategies for continuous improvement
• Manage customer escalations, working closely with the Customer Success and Account teams to mitigate churn risk and ensure customer satisfaction
• Assist in creating and updating knowledge base documentation for technical issues and solutions
• Drive process optimization to improve efficiency, reduce escalations, and enhance overall team performance

• 1 to 2 years of experience as a Technical Support Engineer (TSE)
• Strong understanding of SaaS environments and web applications
• Experience with ticketing and customer communication tools such as Intercom and Jira, or similar software
• Ability to prioritize and manage multiple tasks effectively, while remaining hands-on with customer escalations
• Strong analytical and problem-solving skills with a customer-first mindset
• Excellent written and verbal communication skills
• Experience working cross-functionally in a fast-paced environment

We know many women do not apply for a job if they don’t perfectly fit the description. We want you to apply anyway.

• Basic SQL knowledge and experience using network diagnostic tools like Sentry or Data Dog
• Familiarity with accounting software or a background in working with SaaS products

🌴 Flexible Paid Time Off - you’re actually encouraged to use, plus 10 company holidays!

❤️🩹 Health Benefits - including Medical, Dental, and Vision and an HSA Match.

💰 401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.

🧠 Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP).

👶 Paid New Parent Leave & Birthing Parent Leave - so you’re able to care for your little ones.

➕ Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.

🌟 Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!

🥳 Company Events - including monthly company-wide meetings, summer parties, and more.

💡 ERG Committees - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more.

☕ Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered.

We approach our work every day with a few things in mind:

🔑 Own - we…