ShipTime & Paid Inc. are innovative SaaS companies that empower small and medium-sized businesses across North America with an all-in-one platform for eCommerce, payment processing, and shipping. Our integrated solutions help businesses streamline operations, reduce costs, and grow with confidence.

Through our ShipTime platform, we provide access to preferred shipping rates from leading carriers, including DHL, FedEx, and Purolator, and partner with trusted organizations such as Costco and CFIB to deliver smart, cost-effective shipping solutions. Together, we're transforming the way businesses manage their online presence, payments, and fulfillment.

As a key member of our team, you’ll be working within a fast-growing, fun technology company that provides an inspiring environment, a positive culture, and great people! This role combines customer-facing technical support, troubleshooting of our SaaS platform and integrations, and internal IT support.

Key Responsibilities:

• Work closely with our Heroic Support team to investigate, troubleshoot, and resolve escalated technical issues.
• Take ownership of support tickets from initial investigation through resolution, ensuring timely follow-up and clear communication.
• Independently diagnose issues involving our platform, carrier connections, APIs, and eCommerce integrations.
• Analyze application logs, API requests/responses, and system behaviour to identify root causes before escalating to Development when necessary.
• Assist customers and developers through technical calls with API connections, plugins, and integrations.
• Manage internal IT inventory, company devices, and equipment provisioning for employee onboarding and offboarding.
• Provide general internal IT support, including hardware, software, and workstation troubleshooting.
• Utilize GitHub, AI tools, and technical documentation to research issues, improve workflows, and collaborate with Development.
• Create and maintain troubleshooting guides, technical documentation, and knowledge base articles.
• Identify recurring issues and proactively recommend improvements to support processes and the customer experience.

Qualifications:

• Strong technical troubleshooting and analytical skills, with a demonstrated ability to independently research and solve problems.
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
• Experience supporting SaaS platforms, web applications, or other software-based products.
• Familiarity with eCommerce platforms such as Shopify and WooCommerce.
• Understanding of REST APIs, JSON, HTTP requests, and common integration issues.
• Familiarity with GitHub and AI-powered tools such as ChatGPT, GitHub Copilot, or similar solutions.
• General knowledge of computer hardware, operating systems, and IT troubleshooting.
• Strong organizational skills, attention to detail, and the ability to manage competing priorities.
• A proactive, accountable, and resourceful mindset, with the initiative to investigate unfamiliar issues and see them through to resolution.

Skills: 

• 2-5 years experience in Technical Support related roles
• Excellent English and French verbal and written communication skills
• Experience with SQL, including querying and investigating database records.
• Familiarity with Java, JavaScript, HTML/CSS, or other programming languages.
• Experience with Postman, application logs, or API troubleshooting tools.
• Experience with IT asset management, equipment provisioning, or employee onboarding/offboarding.
• Experience with HubSpot, Zendesk, Freshdesk, or similar ticketing platforms.
• Experience in shipping, logistics, or eCommerce technology.

What we offer:

• We’re in this together - our success relies on working together as a team with other departments and we promote a highly supportive and respectful environment
• FUN! - You’ll have the opportunity to work each day with fun, passionate individuals. Whether it’s a summer outing or friendly competitive contests there’s always a company event on-going.
• Engage with customers and partners from across the country, spanning many industries.

Benefits:

• Full benefits package (vision, dental, etc.)
• Paid Vacation Time
• Company Events
• On-site parking

About the role

Job Type: Full-Time

Salary: $50,000-60,000 CAD/year

Remote Work: Hybrid