Technical Support Engineer

Canopy•South Jordan, UT

6d•Hybrid

About The Position

Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. We aim to help our clients unlock the firm they’ve always wanted with our Practice Management Suite. We place a strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. Click here to see why our clients love Canopy. Interested in learning more about Canopy & the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more! The Opportunity: The Technical Support Engineer is a key member of our Technical Support Engineering Team. This position requires balancing direct customer support and collaboration with cross-functional teams to ensure high-quality service. The role involves resolving escalated issues and driving process improvements. If you’re passionate about technical problem-solving, this is your opportunity to make a significant impact. This is a hybrid position available for candidates based in Utah only.

Requirements

1 to 2 years of experience as a Technical Support Engineer (TSE)
Strong understanding of SaaS environments and web applications
Experience with ticketing and customer communication tools such as Intercom and Jira, or similar software
Ability to prioritize and manage multiple tasks effectively, while remaining hands-on with customer escalations
Strong analytical and problem-solving skills with a customer-first mindset
Excellent written and verbal communication skills
Experience working cross-functionally in a fast-paced environment

Nice To Haves

Basic SQL knowledge and experience using network diagnostic tools like Sentry or DataDog
Familiarity with accounting software or a background in working with SaaS products

Responsibilities

Provide direct technical support by diagnosing and resolving complex technical problems related to the Canopy app
Work with Tier 2 Support to ensure smooth escalations and prompt resolutions
Foster a culture of ownership and accountability by coaching TSEs on best practices for troubleshooting and customer interaction
Act as a point of contact for cross-departmental collaboration, working with Support, Product, CX, and Engineering to address high-priority issues
Provide feedback to the Engineering and Product teams regarding trends and recurring issues to drive improvements
Lead regular team meetings, provide performance feedback, and implement strategies for continuous improvement
Manage customer escalations, working closely with the Customer Success and Account teams to mitigate churn risk and ensure customer satisfaction
Assist in creating and updating knowledge base documentation for technical issues and solutions
Drive process optimization to improve efficiency, reduce escalations, and enhance overall team performance

Benefits

Flexible Paid Time Off - you’re actually encouraged to use, plus 10 company holidays!
Health Benefits - including Medical, Dental, and Vision and an HSA Match.
401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.
Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP).
Paid New Parent Leave & Birthing Parent Leave - so you’re able to care for your little ones.
Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.
Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!
Company Events - including monthly company-wide meetings, summer parties, and more.
ERG Committees - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more.
Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered.