Senior Technical Support Specialist
XR Extreme Reach
Senior Technical Support Specialist
XR Extreme Reach
Video ad management and distribution platform
XR Extreme Reach · Toronto, Canada (Hybrid) · Full-time · Posted 2026-10-15
Workplace: hybrid
Department: Source
Join the creative revolution at XR!
XR is on a mission to transform how the world creates, connects, and experiences advertising. As the global leader in creative operations, we help brands and agencies bring their ideas to life and deliver them seamlessly across every screen. Our leading technology and services power creativity for the marketing and entertainment industries, and you can be a part of it!
At XR, you'll join a high-energy, collaborative environment where your ideas can spark real change. We champion innovation at every level, empowering our teams to take risks, challenge norms, and unlock new possibilities. Your voice, your talent, and your vision matter here- XR is where you come to grow, learn, and thrive.
Ready to make an impact? If you're passionate about technology, solving complex challenges, and joining a team that's changing the game, XR is the place for you. Let’s shape the future together!
The Opportunity
The Senior Technical Support Specialist is a highly skilled, technically focused position who operates at the intersection of support, engineering, and automation. This role serves as a senior escalation point for complex platform issues, a driver of operational efficiency, and a mentor and technical reference for L2 support teams.
Unlike traditional support roles, this position actively contributes to automation, tooling, AI-assisted troubleshooting, and process optimization, helping XR scale support quality while reducing manual effort.
The role requires strong technical depth, excellent communication skills, and the ability to operate independently in high-impact situations.
Responsibilities
Advanced Technical Support & Escalation
Act as a senior escalation point for complex L2/L3 platform, workflow, and integration issues.
Troubleshoot issues across distributed systems, APIs, cloud infrastructure, and internal platforms (e.g., XR Adstream/ XR ExtremeReach, AppCentral, Phoenix, Prodigy).
Perform deep log analysis, API inspection, and backend validation to identify root causes.
Own complex tickets through resolution while maintaining SLA accountability.
Partner with Engineering, DevOps, and Product teams during incidents and problem investigations.
Automation, Tooling & AI Enablement
Identify repetitive or high-effort support tasks and design automation solutions to improve efficiency and reliability.
Build and maintain scripts, utilities, or lightweight tools using JavaScript, Bash, SQL, or similar technologies.
Leverage AI-assisted tools (e.g., LLM-based copilots, automation frameworks, Cursor or similar AI coding tools) to:
Accelerate troubleshooting and diagnostics
Improve script and automation development
Assist in knowledge creation and documentation
Contribute to or enhance monitoring and alerting automation using platforms such as CloudWatch, Datadog, Grafana, Zabbix, or similar.
Continuously evaluate emerging support technologies and recommend improvements.
Platform & Systems Expertise
Provide expert-level support for:
RESTful APIs (JSON/XML), authentication flows, and system integrations
Cloud platforms (AWS and/or Azure)
Linux/UNIX and Windows server environments
Databases (SQL / NoSQL) including query analysis and performance validation
Use tools such as Postman, Git/GitLab, Jenkins, and CI/CD pipelines to diagnose and validate system behavior.
Support file processing, transcoding, and media workflows where applicable.
Broadcast, Advertising & Media Workflow Support
Apply practical knowledge of advertising trafficking, broadcast delivery and digital media workflows when assessing incidents and client requirements.
Interpret broadcaster, publisher, agency, and platform delivery specifications and translate them into clear support checks or technical requirements.
Troubleshoot video files & destination transcodes, including issues involving slates, SOM/EOM, captions, frame accuracy, audio mapping, or additional similar media issues.
Validate common containers and codecs such as MOV, MP4, MXF, MPEG-2, MPEG Transport Stream, H.264/AVC, ProRes, XDCAM, XAVC, PCM, and AAC.
Assess resolution, aspect ratio, frame rate, interlacing, bitrate, chroma sampling, timecode, audio channel layout, sample rate, loudness, and safe-area requirements against destination specifications.
Use media analysis and workflow tools to compare source and output files, isolate profile-specific failures, and provide actionable evidence.
Knowledge Sharing & Mentorship
Serve as a technical mentor for Technical Support Specialists, helping them resolve complex issues and grow technical depth.
Create and maintain high-quality technical documentation, runbooks, and troubleshooting guides.
Actively contribute to knowledge transfer, especially complex or legacy systems.
Lead or support internal training sessions on tools, platforms, or recurring issue patterns.
Incident & Problem Management
Participate in major incident management, providing technical leadership and structured analysis.
Contribute to or lead root cause analysis (RCA) and post-incident reviews.
Identify systemic issues and recommend long-term corrective actions.
Support continuous improvement initiatives across support operations.
Technical Skills
Modern Tooling & AI Experience (Strongly Preferred)
Soft Skills & Professional Attributes
Desirable Qualifications
The wonderful world of XR
Impactful Work: You’ll be at the heart of a company revolutionizing the media and creative industries. From a cutting-edge platform to AI-driven insights, your work will help our clients produce and deliver world-class content to millions worldwide.
Global Reach, Local Impact: With a team of over 1,100 talented professionals serving 140 markets, we blend global scale with personalized service. Join us, and be part of a diverse, dynamic team that’s making waves across the globe!
Innovation & Growth: We’re all about pushing boundaries and staying ahead of the curve. At XR Extreme Reach, you’ll be working on groundbreaking products that power TV, film, digital marketing, and entertainment.
Creative Culture: We celebrate creativity and collaboration. Whether you're working in tech, media, or creative services, we foster a culture that encourages fresh ideas, innovation, and out-of-the-box thinking.
Make a Difference: Here, you’ll help clients tell their stories on a global stage, while ensuring their creative vision is executed with precision and style.
Let's Redefine What's Possible
If you’re ready to elevate brand growth, connect creativity across platforms, and unlock a new era of creative intelligence, we’d love to hear from you. Pitch us your vision- and let's build the future, together.
Hiring Disclosures:
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Video ad management and distribution platform
Extreme Reach provides a global digital advertising platform for video ad management and distribution. Its core product, AdBridge, unifies creative asset management, dynamic creative optimization, talent and rights management, and video ad serving to help advertisers, agencies, and media companies streamline workflows and deliver ads across multiple channels and devices. The product works by centralizing assets, automating optimization of dynamic creatives, handling talent and rights details, and serving video ads wherever the campaign requires. The company differentiates itself with an end-to-end platform that covers asset management, rights, optimization, and distribution in one system, coupled with global reach. Its goal is to simplify and optimize the entire video advertising process, enabling clients to run campaigns more efficiently at scale.
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