Technical Support Specialist

2 days ago

Ottawa, Ontario, Canada MSP Process Full time

About MSP Process

MSP Process is a fast‑growing SaaS platform built for Managed Service Providers who care deeply about clarity, automation, and delivering a world‑class service experience. Our customers rely on us to streamline their operations, normalize messy real‑world data, and give their teams the tools they need to work smarter, not harder.

We obsess over reliability, thoughtful design, and the tiny details that make a product feel
alive
. Our users are busy MSP owners, service managers, and technicians — and when something goes wrong, they need answers fast. That's where you come in.

The Role

We're looking for a Support Representative who can handle both Level 1 and Level 2 support for MSP Process. You'll be the first point of contact for our customers, helping them troubleshoot issues, understand features, and get the most out of the platform. You'll also work closely with our product and engineering teams to identify bugs, validate fixes, and improve the overall customer experience.

This role is perfect for someone who loves problem‑solving, communicates clearly, and thrives in a fast‑moving SaaS environment serving technical users.

What You'll Do

  • Provide
    L1 and L2 technical support
    to MSP Process customers via our support portal and email
  • Troubleshoot issues related to:
  • PSA integrations (ConnectWise, Autotask, Halo, etc.)
  • Data parsing, normalization, and automation workflows
  • Voicemail transcription, call processing, and AI‑powered features
  • User accounts, permissions, and configuration
  • Reproduce customer issues and escalate clearly to engineering when needed
  • Provide
    QA feedback
    on new features, bug fixes, and UI/UX improvements
  • Maintain and improve internal documentation and customer‑facing knowledge base articles
  • Collaborate with product and development teams to resolve complex issues
  • Track all incidents and service requests through to resolution
  • Identify recurring issues and propose improvements to reduce support load
  • Assist with onboarding new customers when needed

What you should have

  • Experience in a
    Service Desk, Help Desk, or SaaS support
    role
  • Strong understanding of:
  • Modern web applications
  • Browser behavior, caching, and troubleshooting
  • APIs, webhooks, and JSON payloads
  • Familiarity with PSA systems such as
    ConnectWise, Autotask, HaloPSA
    , or similar
  • Comfort troubleshooting:
  • Authentication issues
  • Integration failures
  • Data inconsistencies
  • UI/UX confusion points
  • Excellent written communication — clear, concise, and friendly
  • Ability to manage multiple tickets and prioritize effectively
  • Strong analytical and problem‑solving skills
  • A mindset of ownership: when a customer has a problem, you take it personally until it's solved

Bonus Points

  • Experience working at or supporting an MSP
  • Familiarity with ITIL concepts
  • Experience troubleshooting applications that are hosted in Microsoft Azure
  • Familiarity with SMS messaging technologies and vendors
  • Experience with SQL, regex, or data parsing
  • QA or product feedback experience
  • Comfort reading logs or debugging API calls

Why join MSP Process

  • Work directly with the founder and core product team
  • Help shape a platform used by MSPs across North America and beyond
  • A culture that values clarity, craftsmanship, and continuous improvement
  • Remote‑friendly, flexible work environment
  • Competitive compensation and opportunities to grow as we scale

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