Technical Field Support Analyst providing IT support for Canadian Blood Services operations. Responsible for coordination and management of IT support services and field operations in Brampton, Ontario.
About the role
- Technical Support Specialist troubleshooting Tier II issues in Autodesk Forma products. Collaborating with Engineering and Product teams for defect validation and customer communication.
Responsibilities
- Investigate Tier II customer escalations by reproducing issues and validating expected behavior
- Analyze logs, workflows, and system interactions to isolate root causes
- Surface defect trends and product gaps with clear reproduction steps
- Maintain accurate and complete case documentation
- Provide clear, empathetic, and structured communication throughout the case lifecycle
- Translate technical findings into user-friendly explanations
- Own customer engagement and expectation management
- Partner with Engineering, Product, and frontline Support to ensure accurate escalation and alignment
- Participate in case review sessions and feedback loops
- Support Senior Technical Support Specialists during complex investigations
- Contribute to troubleshooting guides, KB articles, and internal documentation
- Identify knowledge gaps and share insights from recurring case themes
- Participate in technical enablement sessions and onboarding support
- Identify workflow or developer-support improvements based on debugging patterns
- Participate in tooling evaluations and process improvement initiatives
Requirements
- 1–3 years in technical support or SaaS troubleshooting
- Strong analytical and debugging skills across cloud or mobile platforms
- Experience with CRM/issue tracking tools such as Salesforce or Jira
- Excellent written and verbal communication skills
Benefits
- Health and financial benefits
- Time away
- Everyday wellness programs
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