Remote Voip Technical Support Jobs in Calgary, AB

Technical Support Specialists serve as the operational bridge between customer-facing teams and Engineering. This role is responsible for validating, reproducing, documenting, and coordinating customer-reported technical issues to ensure they are high-quality, actionable, and prioritized based on real customer and business impact.

This role is ideal for someone who enjoys deep technical investigation, clear documentation, and working closely with Engineering to improve product quality over time; not just resolve individual tickets.

• Escalation Intake, Reproduction & Validation

  • Intake technical escalations from customer-facing teams and external partners (including API/EHR integrations)

  • Investigate reported issues to determine whether they are reproducible defects, configuration issues, or expected behavior

  • Reproduce issues across environments where possible and validate technical accuracy before escalation

  • Ensure only high-signal, well-validated issues are escalated to Engineering
    

  Documentation & Impact Assessment

  • Create clear, high-quality escalation documentation, including:

    • Reproduction steps

    • Expected vs. actual behavior

    • Impacted users, workflows, or orders

    • Logs, screenshots, or supporting artifacts

  • Assess and document customer, operational, and business impact to support effective engineering triage
    

  Engineering Partnership & Triage Support

  • Act as a consistent interface between CX and Engineering for technical escalations

  • Partner with Engineering during triage by providing context, answering follow-up questions, and gathering additional information

  • Apply standardized severity and prioritization frameworks consistently
    

  Communication & Feedback Loops

  • Provide timely, accurate updates to customer-facing teams on escalation status and progress, translating technical details into clear, actionable guidance and workarounds that can be communicated to practitioners and patients

  • Ensure clarity and consistency in escalation-related communication

  • Close the loop post-resolution with validation outcomes and learnings
    

  Post-Resolution Validation & Prevention

  • Validate fixes in production, document outcomes, and close the loop with originating teams

  • Identify recurring defects and maintain known-issues documentation

  • Maintain backlog health by triaging new issues, closing resolved items, consolidating duplicates, and re-prioritizing based on impact

Required

• 1-3 years of experience in technical support, CX operations, incident management, QA support, or a related role

• Strong technical understanding, with background or exposure to data, code-related concepts, integrations, APIs, or web technologies

• Excellent communication skills with both technical and non-technical users.

• Comfort working cross-functionally with CX, Product, and Engineering teams

• High attention to detail and process consistency

• Genuinely enjoys troubleshooting and problem-solving, with a passion for finding solutions.
  

Preferred

• • Experience working with Engineering ticketing systems (e.g., Linear, GitLab)

  • Familiarity with APIs, integrations, or SaaS platforms

  • Experience supporting escalation workflows or incident response

  • Experience using AI-assisted tools to support technical investigation, debugging, or documentation

  • Comfort exploring logs, configurations, APIs, or code-level behavior alongside Engineering

• Salary range: $70,000 to $80,000 CAD annually
• Remote-first flexibility to work where you work best, with Ottawa, Toronto, Kelowna, or Calgary preferred for this role.
• Flexible PTO and competitive pay, because work-life balance matters
• RRSP match and stock options to invest in your future
• Premium benefits package with customizable coverage, paramedical services, and an HSA.
• Fullscript discounts to save on high-quality wellness products
• Continuous learning opportunities to grow your skills and career