Sr. Customer Support Technician

Canada Internal Job Ad *For Applied Systems team members only (no external applicants)* Position Overview We’re seeking a Sr. Customer Support Technician to join our Customer Support team in a remote capacity. Bilingual (French and English) candidates will be prioritized. In this role, you’ll handle advanced technical issues while displaying top-tier customer service. Your responsibilities include managing high priority support cases, conducting in-depth troubleshooting, and providing expert guidance to customers and colleagues. You will often work independently and may handle unique assignments from leadership. What You’ll Do Deliver proactive, empathetic, and professional customer service to internal and enterprise clients Communicate effectively (verbal/written) while maintaining discretion and driving high-quality issue resolution Independently manage client and assigned work, including advanced troubleshooting and escalations Contribute to knowledge management (KB creation, updates, reviews) and support continuous training/mentorship Collaborate cross-functionally to improve processes, support workflows, testing, and automation initiatives We’re Excited to Learn More About You Your experience may include: 2+ years in customer support (SaaS preferred) with success resolving complex technical issues Strong technical expertise in assigned products with advanced troubleshooting and diagnostic skills Excellent verbal/written communication, able to simplify technical concepts for enterprise customers Highly organized with strong time management and ability to prioritize multiple tasks independently Ownership mindset with proactive drive, adaptability to change, and minimal need for oversight Team-oriented with strong documentation accuracy and commitment to knowledge sharing Compensation The total anticipated annual compensation range for this existing position in Canada is $50,000 – $65,000 CAD per year which includes starting base salary and, where applicable, variable or incentive pay. To determine a new team member’s starting pay, we consider a variety of factors, including someone’s depth, breadth, and variety of experience, skills, and responsibilities. Your Security Matters: Our candidates’ personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a secure @appliedsystems.com email or through our official careers portal. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. AI Utilization We leverage AI tools to streamline parts of our recruitment workflow (such as resume parsing and interview scheduling). However, candidate screening, interviews, and final decisions are conducted by real humans. EEO Statement Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.