Technical Support Specialist

Technical Support Escalation (TSE)Canopy, South Jordan, UT (Remote, Utah is required)

About Us

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 fully remote position available for candidates based in Utah only.

What You’ll Do:

• 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

What We’re Looking For:

• 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

We know many women do not apply for a job if they don't perfectly fit the description. We want you to apply anyway.

Bonus Points If You Have:

• 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

Why You Want to Work Here:

🌴 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. 

Our Values:

We approach our work every day with a few things in mind:

🔑 Own - we own this place! We focus on outcomes, holding ourselves & each other accountable.

🏆 Win - we win by delighting our customers with the very best products and services.

👍 Do Good - we work hard to be good people!

💡 Embrace Curiosity & Candor - we approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.

To learn more about us & our values, click here.

Interviewing @ Canopy:

Application processes can be a little stressful. Here are the stages of a typical interview process at Canopy:

• Once your application is received, we will review it and get back to you if we feel like it’s a mutual fit! 
• 20-minute phone call with the People Team
• 45-60-minute video or in-person interview with the Hiring Manager
• 1-3 rounds of interviews, depending on the role
• Final Interview

Interview processes can vary depending on the role. The People Team will give you a role-specific overview of the process during your first phone call. 

Remember: This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end! 

Canopy is an equal-opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, or veteran status.