Extremereach

Extremereach

Senior Technical Support Specialist

Toronto, Canada · Senior

Sponsorship not specified$75k-$85kDetected 54 days ago
JavaScriptBashDistributed SystemsGitSQLNoSQLMySQLAWSAzureCloud PlatformsCI/CDJenkinsLinuxGrafanaDatadogDevOpsRESTSparkLLMsProcess ImprovementCustomer SupportZendeskPostmanNetwork Monitoring

About the role

  • Troubleshoot issues across distributed systems, APIs, cloud infrastructure, and internal platforms (e.g., XR Adstream/ XR ExtremeReach, AppCentral, Phoenix, Prodigy).
  • Actively contribute to knowledge transfer, especially complex or legacy systems.

Responsibilities

  • From a cutting-edge platform to AI-driven insights, your work will help our clients produce and deliver world-class content to millions worldwide.
  • The Senior Technical Support Specialist is a highly skilled, technically focused position that 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.
  • Advanced Technical Support & Escalation Act as a senior escalation point for complex L2/L3 platform, workflow, and integration issues.
  • Own complex tickets through resolution while maintaining SLA accountability.
  • Automation, Tooling & AI Enablement Identify repetitive or high-effort support tasks and design automation solutions to improve efficiency and reliability.
  • Support file processing, transcoding, and media workflows where applicable.
  • 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.

Requirements

  • Technical Skills 5+ years of experience in L2/L3 technical support, production support, technical video knowledge, or site reliability-adjacent roles.
  • The role requires strong technical depth, excellent communication skills, and the ability to operate independently in high-impact situations.
  • We use AI-assisted screening technology to help review resumes for required skills and qualifications.

Nice to have

  • Strong ownership mentality
  • comfortable operating independently on high-impact issues.
  • Collaborative team player with the ability to work effectively across time zones and cultures.
  • Desirable Qualifications ITIL certification or strong familiarity with ITSM principles.

Skills

  • Familiarity with CI/CD tooling and version control (Git).
  • Experience working with automation-first support models.
  • Ability to responsibly apply AI for troubleshooting, automation, and documentation-while validating outputs critically.
  • Experience designing or improving support automation workflows.
  • Soft Skills & Professional Attributes Exceptional problem-solving mindset with strong analytical thinking.
  • Clear, concise communicator-able to explain complex technical issues to both technical and non-technical audiences.
  • Strong ownership mentality; comfortable operating independently on high-impact issues.
  • Highly organized, detail-oriented, and process-driven.
  • Calm and effective under pressure, especially during incidents or outages.
  • Proactive, curious, and continuously learning.

Compensation

  • $75,000 - $85,000 CAD - This range represents the expected compensation for the role and includes base salary and any non-discretionary bonus components.

Benefits

  • Your voice, your talent, and your vision matter here- XR is where you come to grow, learn, and thrive.
  • Here, you'll help clients tell their stories on a global stage, while ensuring their creative vision is executed with precision and style.
  • Pitch us your vision- and let's build the future, together.

Company info

  • 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.
  • Our leading technology and services power creativity for the marketing and entertainment industries, and you can be a part of it!
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This listing is sourced directly from Extremereach's careers page and normalized into a canonical job model.