(Remote) Technical Support Engineer

Globys, a division of Harris; is seeking a Technical Support Engineer who has genuine technical depth and investigates, diagnoses, and resolves complex customer issues at Tier 1 and Tier 2 - not someone who triages and routes.

This role is the primary technical point of contact for our international carrier customers (AT&T, Telstra, TELUS, OneNZ, and others) and demands someone who is as comfortable writing a SQL query to reproduce a data anomaly as they are walking a client through a configuration fix.

You will own tickets end-to-end. Escalation to Tier 3 engineering is reserved for confirmed code defects or infrastructure issues - not a first resort. Success is measured by your self-resolution rate, response quality, and documentation thoroughness.

THE MINDSET WE'RE HIRING FOR

This is the most important section in this job description. Read it carefully before applying.

Ask yourself: when you last hit a problem with no clear answer, what did you do? If your honest answer is "I waited for someone to tell me" or "I checked the KB and gave up" — this role isn't for you. If your answer is "I pulled every thread I could find until I figured it out" — keep reading.

AI & MODERN TOOLING — A CORE EXPECTATION

The standard we hold: An answer found through AI-assisted research that you can fully explain, validate, and stand behind is excellent work. An answer copy-pasted from an AI that you haven't verified is a liability. Know the difference.

What your impact will be:

• Serve as primary technical contact for Globys' international carrier customers - triaging, reproducing, and resolving issues at Tier 1/2 without requiring engineering escalation unless a confirmed software defect or infrastructure failure is identified
• Diagnose and resolve issues across web application layers: front-end behavior, API responses, data ingestion anomalies, configuration errors, and portal access problems
• Write and execute SQL queries against relational databases to investigate data discrepancies, validate expected behavior, and support Root Cause Analysis
• Reproduce customer-reported issues in non-production environments; develop and communicate workarounds while permanent fixes are in progress
• When no existing documentation covers an issue, dig - search technical forums, vendor documentation, related codebases, and use AI-assisted research to surface parallel patterns - then build the documentation that was missing
• Deliver clear, technically substantive Root Cause Analysis documentation for every major incident, suitable for carrier-level customers
• Create and maintain knowledge base articles, runbooks, and troubleshooting decision trees - treating documentation as a first-class deliverable, not an afterthought
• Respond to customer inquiries within SLA thresholds; provide daily written status updates on all active incidents
• Produce daily shift handoff reports and participate in cross-functional syncs with Engineering, QA, and Operations
• Identify systemic product issues through trend analysis and proactively surface them to Engineering with supporting data
• Cover on-call responsibilities for critical incidents outside standard shift hours as defined in the rotation
• Continuously improve your own technical depth - use slow periods to explore product internals, study related technologies, and close your own knowledge gaps

WHAT THIS ROLE IS NOT

• This is not a help desk or Tier 1 call center role - you are the technical decision-maker, not a first-touch router
• This is not a role for someone who reads the knowledge base, finds no entry, and opens a ticket for someone else to handle - if it's not there, you find it another way
• This is not a role for passive AI use - copy-pasting AI outputs without understanding or verification is a performance issue, not a shortcut
• This role requires genuine curiosity and comfort with ambiguity - customer issues won't arrive with reproduction steps attached
• If your experience is primarily scripted troubleshooting or ticket forwarding, this is not the right fit

What we are looking for:

• 2-4+ years in a technical support, application support, or SaaS support role where you were resolving issues - not just routing them
• Intermediate SQL proficiency: JOINs, subqueries, aggregations, and the ability to use SQL to investigate real-world data problems independently
• Working knowledge of web application architecture: how requests flow from browser to API to database and back; familiarity with HTTP, REST APIs, JSON
• Hands-on experience troubleshooting web-based applications - inspecting network requests, reading server logs, interpreting error codes
• Demonstrated self-sufficiency: a track record of solving problems that weren't already documented, without waiting to be handed the answer
• Active, practical use of AI tools (ChatGPT, Claude, Copilot, or equivalent) in a professional or technical context - you know how to prompt well, validate outputs, and use AI to accelerate your thinking without replacing it
• Excellent written communication: clear incident summaries for carrier executives and precise technical handoffs for engineers, in the same day
• Ability to manage multiple active incidents simultaneously without losing quality or urgency on any of them
• Bachelor's degree in Computer Science, Information Systems, or a technical discipline - or equivalent demonstrated technical experience

What would make you stand out:

• Experience supporting B2B SaaS platforms, telecom billing systems, or enterprise portal solutions
• Scripting ability in at least one language (Python, PowerShell, or Bash) - bonus if you've used AI tools to help write, debug, or optimize scripts
• Exposure to ITSM tools (Jira, Zoho, ServiceNow) for ticket management and reporting
• Familiarity with API testing tools (Postman, curl) to isolate issues at the integration layer
• Experience with log analysis and monitoring tools (Splunk, PagerDuty, Elastic, or similar)
• ITIL Foundation, CompTIA Network+, or AWS Cloud Practitioner certification
• Telecom industry background - understanding of how carriers provision business customers and manage mobility/data plans

What we can offer:

• 3 weeks’ vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work and more!

About Globys:

At Globys we engineer and deliver world-class, industry leading B2B portal solutions for the world’s largest telecom carriers, including AT&T, Lumen, One.NZ, TELUS, and Telstra. Via their carrier, business customers rely on Globys’ solutions to enable and optimize the bill presentment, analysis and payment processes for their telecom devices and expenses. Our Integrated B2B Portal Solution employs a unique approach by bringing together a carrier’s existing data systems and is designed and tailored specifically to the needs of the business user. We know the complexities of carriers and their end-user business customers and are industry-leading experts at tackling them head-on to transform the digital experience for both.

About Harris:

Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.

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