Senior Support Engineer

Department:
Support

Employment Type:
Full Time

Location:
Canada

Description
Shape the Future of Work with Eptura
At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.

Job Description
Are you an experienced support professional who thrives in a fast-paced environment? As a
Senior Support Engineer
at Eptura, you'll play a critical role in delivering exceptional technical assistance to our clients, ensuring seamless experiences across our software solutions. You'll leverage your deep expertise to diagnose complex issues, mentor junior team members, and drive continuous improvement in support processes. If you have a passion for solving problems, a strong technical foundation, and a commitment to customer success, we'd love to hear from you

Responsibilities

• Expert Technical Support – Provide high-quality technical assistance through chat, phone, and email, troubleshooting and resolving complex customer issues.
• Issue Analysis & Resolution – Perform in-depth problem analysis, isolate root causes, and develop innovative solutions or workarounds.
• Escalation Management – Manage high-priority cases, working closely with engineering and product teams to resolve issues efficiently.
• Knowledge Leadership – Serve as a subject matter expert on Eptura's products, guiding customers and internal teams with clear, actionable insights.
• Process Improvement – Identify inefficiencies in support workflows and recommend strategies to enhance service quality.
• Bug & Feature Tracking – Identify, document, and submit software bugs and feature requests to improve product functionality.
• Team Collaboration – Work closely with Tier 2 support engineers and incident management teams to ensure timely resolution of complex cases.
• Customer Advocacy – Build strong relationships with clients, ensuring they feel valued and supported throughout their journey with Eptura.
• Training & Documentation – Develop technical guides, FAQs, and training resources to empower both customers and internal teams.

About You

• Proven Support Experience – 3+ years of experience in a technical support role, preferably in a SaaS or enterprise software environment.
• Outstanding Customer Service Skills – Ability to communicate effectively, providing a reassuring and solution-focused experience for users.
• Advanced Troubleshooting Ability – Expertise in diagnosing and resolving software issues with precision and efficiency.
• Technical Proficiency – Strong understanding of software applications, system integrations, and debugging methodologies.
• Analytical Mindset – Skilled in using data and insights to improve support processes and enhance customer experiences.
• Process Knowledge – Familiarity with the software development lifecycle, incident management, and support best practices.
• Self-Starter Mentality – Ability to work independently, prioritize tasks, and manage multiple support cases simultaneously.
• Collaborative Approach – A team player who thrives in a cross-functional environment, supporting colleagues and driving shared success.

Benefits

• Health, Dental and Vision Insurance
• Life Insurance and Accidental Death & Dismemberment

• Group Retirement Savings Plans

• RRSP: 100% company match from 1-3% and 50% from 4-5%

• TFSA

• Employee Assistance Program

• 20 days Annual Leave

Eptura Information

• Follow us on Twitter | LinkedIn | Facebook | YouTube
• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.