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Technical Support Specialist

2 weeks ago

Toronto, Canada Certn Full time

**Who We Are**:
At Certn, we’re revolutionizing background screening with _The World’s Easiest Background Check_ — fast, global, and powered by tech. We’re not about outdated processes and red tape. We’re about innovation, speed, and impact. If you’re looking for a place where ownership, collaboration, and creativity thrive, this is it.

**The Role**:
The Technical Support Specialist plays a key role in delivering a seamless support experience by providing tier 2 troubleshooting and issue resolution for clients and applicants. This role focuses on diagnosing technical challenges, improving support processes, and enhancing the efficiency of Certn’s support operations. The Specialist also helps maintain and optimize support systems and workflows to ensure scalability and continuous improvement. Success in this role is measured by faster resolution times, higher user satisfaction, and more effective support tools and processes.

This is a 12-month fixed-term contract with the possibility of extension or conversion to a permanent role at Certn. The position is set to begin on October 27, 2025, with a regular work schedule of Monday to Friday, 7:50 a.m. to 4:20 p.m. EST.

**What You'll be Doing**:
**Technical Support**
- Resolve complex product or service issues escalated from client-facing teams.
- Stay current on product updates, training, and technical knowledge.
- Investigate issues using internal tools to identify root causes.
- Ensure accurate internal tagging and documentation to highlight support trends for the product team.
- Communicate and escalate emerging issues to Engineering (SRE) and Product teams via approved channels.
- Provide feedback to Support Specialists and Team Leads on tickets that could have been handled at Tier 1 but escalated to Tier 2.
- Monitor Slack channels to ensure no technical support question goes unanswered.
- Where relevant, promote new products and offerings to better meet client needs.
- Contribute to team customer satisfaction metrics, maintaining SLA-aligned feedback levels.

**Support**
- Serve as a mentor, trainer, or technical coach to support team members as needed.
Participate in strategic projects and initiatives within the Support team.

**Operational Excellence, Collaboration & Continuous Improvement**
- Act as a point of contact and become the expert on troubleshooting support tools in the absence of the Technical Team Lead.
- Identify opportunities for process and product improvements and provide actionable recommendations to leadership.
- Document technical support processes and troubleshooting guides for client-facing teams in Guru.
- Support improvements to Certn Help public documentation in collaboration with Knowledge Management stakeholders.
- Assist in coordinating tooling changes (Zendesk, Assembled, ADA, Guru) and promptly report critical operational issues.
- Provide leadership and guidance to the Support team, ensuring operational efficiency and effective issue resolution.

**What you will bring**:

- Exceptional written and verbal business English, able to communicate clearly with both technical and non-technical audiences.
- Minimum of 2 years of experience in technical support, customer service, or fast-paced SaaS/technology-driven environments.
- Hands-on experience with CRMs, ticketing tools (e.g., Zendesk, Jira, Atlassian products), and other common SaaS support platforms.
- Strong technical troubleshooting skills, with the ability to diagnose, analyze, and resolve complex issues efficiently.
- Proven problem-solving ability, including working with incomplete information to identify root causes and recommend solutions.
- Excellent time management skills, able to prioritize tasks and manage multiple cases while meeting service level agreements (SLAs).
- Collaborative mindset, experienced in working with cross-functional teams including product, engineering, and operations.
- Detail-oriented, with a track record of accurate documentation of troubleshooting steps, resolutions, and trends.
- Adaptable and quick to learn new tools, technologies, and processes in dynamic or complex environments.
- Passionate about delivering exceptional customer experiences and contributing to process improvements that enhance team efficiency.

Ability to escalate and track critical issues effectively, ensuring timely resolution and customer satisfaction.
- Proactive and hands-on, with a strong work ethic and willingness to “roll up sleeves” to get the job done.

**Why You Should Be Excited**:

- ** Vacation Mode On**: 10 days of vacation & additional wellness time off.
- ** Flex Life**: Remote-friendly setup and work-from-home stipend.
- ** Health and Benefits**: Health & Dental benefits with a HCA.
- ** Growth Fuel**:A professional development budget to level up your skills, attend industry conferences, pursue certifications, or take advanced courses.
- ** Ownership & Impact**:You’ll do work that matters - driving real impact and helping define the direction of ou