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Technical Support Specialist

51 minutes ago

Toronto, Ontario, Canada Snatch UP Full time

Join a global leader in logistics analytics and supply chain intelligence. Our platform processes massive datasets to help the world's largest enterprises optimize their global spend and recovery are looking for a
Technical Support Specialist.

In this fully remote role, you will be the critical bridge between our client-facing teams and our engineering department, ensuring that every bug, feature request, and system defect is analyzed, prioritized, and solved with precision.

Responsibilities

Intake & Technical Assessment

  • Serve as the primary intake point for bugs, defects, enhancements, and development requests.
  • Assess incoming issues for severity, impact, urgency, and scope.
  • Categorize and prioritize work based on business impact, client commitments, and engineering capacity.
  • Recreate and/or verify end-user bug reports to ensure accuracy and clarity before they enter the dev queue.

Triage & Workflow Management

  • Break down complex requests into clear, actionable tasks or tickets with specific acceptance criteria.
  • Route work to the appropriate engineering team or individual.
  • Coordinate with Product and Engineering leadership to align priorities and resolve conflicts.
  • Ensure high-priority and production-critical issues are escalated and addressed promptly.

Cross-Functional Liaison

  • Act as the primary translator between Engineering, Product, Operations, and Client Success teams.
  • Convert non-technical client feedback into technical requirements and vice versa.
  • Provide transparent status updates and timelines to internal and external stakeholders.

Process & Quality Engineering

  • Maintain clean, organized backlogs in
    Jira
    or similar ticketing ecosystems.
  • Track trends in defects and recurring bottlenecks to inform long-term process improvements.
  • Support post-incident reviews and root-cause analysis for major system issues.

Requirements:

  • Experience:
    1–2 years in Technical Support, Application Support, or Product Operations.
  • Systems:
    Mastery of
    Jira
    and modern ticketing systems is a
    must
    .
  • Domain Knowledge:
    Experience in
    Logistics or Supply Chain
    is a significant advantage.
  • Technical Edge:
    Basic
    coding skills
    (SQL, Python, or the ability to read logs) is a big plus and will help you investigate issues more deeply.
  • Communication:
    Superior ability to explain technical problems to non-technical people.
  • Problem-Solver:
    A "detective" mindset with a passion for figuring out why things break and how to fix them.