Hybrid Senior Technical Support Specialist

at Extreme Reach

• Job title: Senior Technical Support Specialist
• Job type: Full Time
• Experience level: Senior
• Salary: CA$75,000 - CA$85,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: AWS, Azure, Cloud, Distributed Systems, Grafana, ITSM, JavaScript, Jenkins, Linux, MySQL, NoSQL, SQL, Unix
• Location requirements: Hybrid, Toronto, Canada

About the role

• Senior Technical Support Specialist at XR providing expert support, automation, and mentorship for technical issues. Examples include troubleshooting APIs, cloud platforms, and system integrations.

Responsibilities

• Act as a senior escalation point for complex L2/L3 platform, workflow, and integration issues.
• Troubleshoot issues across distributed systems, APIs, cloud infrastructure, and internal platforms (e.g., XR Adstream/ XR ExtremeReach, AppCentral, Phoenix, Prodigy).
• Perform deep log analysis, API inspection, and backend validation to identify root causes.
• Own complex tickets through resolution while maintaining SLA accountability.
• Partner with Engineering, DevOps, and Product teams during incidents and problem investigations.
• Identify repetitive or high-effort support tasks and design automation solutions to improve efficiency and reliability.
• Build and maintain scripts, utilities, or lightweight tools using JavaScript, Bash, SQL, or similar technologies.
• Leverage AI-assisted tools (e.g., LLM-based copilots, automation frameworks, Cursor or similar AI coding tools) to:
• Accelerate troubleshooting and diagnostics
• Improve script and automation development
• Assist in knowledge creation and documentation
• Contribute to or enhance monitoring and alerting automation using platforms such as CloudWatch, Datadog, Grafana, Zabbix, or similar.
• Continuously evaluate emerging support technologies and recommend improvements.
• Provide expert-level support for:
• RESTful APIs (JSON/XML), authentication flows, and system integrations
• Cloud platforms (AWS and/or Azure)
• Linux/UNIX and Windows server environments
• Databases (SQL / NoSQL) including query analysis and performance validation
• Use tools such as Postman, Git/GitLab, Jenkins, and CI/CD pipelines to diagnose and validate system behavior.
• Support file processing, transcoding, and media workflows where applicable.
• Serve as a technical mentor for Technical Support Specialists, helping them resolve complex issues and grow technical depth.
• Create and maintain high-quality technical documentation, runbooks, and troubleshooting guides.
• Actively contribute to knowledge transfer, especially complex or legacy systems.
• Lead or support internal training sessions on tools, platforms, or recurring issue patterns.
• Participate in major incident management, providing technical leadership and structured analysis.
• Contribute to or lead root cause analysis (RCA) and post-incident reviews.
• Identify systemic issues and recommend long-term corrective actions.
• Support continuous improvement initiatives across support operations.

Requirements

• 5+ years of experience in L2/L3 technical support, production support, technical video knowledge, or site reliability–adjacent roles.
• Strong hands-on experience with:
• Linux/UNIX systems and networking fundamentals
• REST APIs, JSON/XML, and backend troubleshooting
• SQL (T-SQL, MySQL, or similar) and NoSQL concepts
• Scripting (JavaScript, Bash, or equivalent)
• Cloud platforms (AWS and/or Azure)
• Experience with monitoring, logging, and observability tools.
• Familiarity with CI/CD tooling and version control (Git).
• Experience working with automation-first support models.
• Practical experience using AI-assisted development or support tools (e.g., Cursor, GitHub Copilot, internal LLM tools).
• Ability to responsibly apply AI for troubleshooting, automation, and documentation—while validating outputs critically.
• Experience designing or improving support automation workflows.
• Exceptional problem-solving mindset with strong analytical thinking.
• Clear, concise communicator—able to explain complex technical issues to both technical and non-technical audiences.
• Strong ownership mentality; comfortable operating independently on high-impact issues.
• Highly organized, detail-oriented, and process-driven.
• Collaborative team player with the ability to work effectively across time zones and cultures.
• Calm and effective under pressure, especially during incidents or outages.
• Proactive, curious, and continuously learning.
• ITIL certification or strong familiarity with ITSM principles.
• Experience in media, broadcast, OTT, or digital content platforms.
• Experience improving Zendesk or similar ticketing platforms through automation, workflows, or integrations.