Technical Support Specialist

1 week ago

Toronto, Canada Points Full time

Company Description

We’re a technology company working in the loyalty e-commerce industry. Our solutions enhance the management and monetization of loyalty currencies for more than 50 of the world’s largest loyalty brands, from frequent flyer miles and hotel points to retailer and credit card rewards. Supported by our unparalleled loyalty industry experience and technological expertise, we bring state-of-the-art loyalty commerce platforms and products to individuals and businesses in today’s loyalty marketplace.

Our casual, collaborative office is where our strong workplace culture begins. Our people are what make us great, so we empower them with the freedom to think big and the resources to make things happen. We communicate directly, lead by example, and make sure our team members know how much they are appreciated. Passion for life and work is important to us, and we want to see it in you, too

**Job Description**:
Points is hiring for a Technical Support Specialist to join our Business Operations Support Services team for a full time position.

You will be the first point of contact for technical and nontechnical issues within the suite of products and services offered at Points.

This role reports to the Technical Support Manager. Here’s how you’ll make an impact:

- Performing and communicating detailed investigations into the causes of production issues to determine temporary and permanent solutions to both internal and external stakeholders with an eye on quick/quality resolutions
- Proactively monitoring transactions for any inconsistencies or potential issues
- Creating and managing alerts & tools to assist with transaction monitoring
- Maintaining our support product knowledge base
- Working closely with internal/external stakeholders from both technical and business teams

**Qualifications**:

- Clear and concise communication skills - particularly articulating technical findings to a non-technical audience
- Attention to detail and strong organization skills
- Experience debugging and error tracking with data logs
- Familiar with different types of data (CSV, XML, HTML, JSON)
- Experience writing complex queries/scripts for ad-hoc requests (Splunk, SQL, Python)
- Ability to work cross functionally with teams and team members of varying technical background
- Fearless ability to dive into the details and problem solve with cross functional teams
- Required to work from Sunday to Thursday, from 4am to 12pm to support our global partners

Additional Information

What we offer:

- Flexible hours
- Extra days off
- Extended health care from day one
- Parental leave top-op
- Fitness Credit
- RRSP Matching Plan
- Learning & Development
- Free coffee, snacks & drinks
- The best Technology
- YOLO leave
- Green Commute or WFH credits
- Company-sponsored activities such as bowling, movies, sports, paintball, and more

Our Process:

- Recruiter Phone Interview
- Hiring Manager Interview
- Take-home Assessment or remote coding exercise (If applicable)
- Team Interview

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