This site uses cookies. To find out more, see our Cookies Policy

Application Support Engineer in Toronto, ON at Inteqna

Date Posted: 3/9/2018

Job Snapshot

Job Description

Application Support Engineer

Our clients’ mission is to help smart companies better manage their data, spreadsheets, and files. Their cloud infrastructure leverages the flexibility and ease of use of widely-used spreadsheets while adding beautiful web-based workflows and a powerful cloud storage to make mission-critical business processes simple.  Viewed by many as one of the most innovative Canadian start-ups, they are part of a growing industry looking to revolutionize the enterprise so that people can stop fighting software and get back to doing their best work.

As an Application Support Engineer, you will build a strong feedback loop between the product development and customer support teams to ensure customer success.

The day-to-day will include using customer feedback to improve the product, and technical feedback to improve customer service. You will be the voice of their customers internally and influencing the prioritization of product improvements.

What you will do

  • Provide technical support, product expertise, and guidance to customers, partners, and internal teams on highly complex issues
  • Take ownership and prioritize issues escalated by the Team Lead, Level 1 Support, and others
  • Interact with customers, partners, internal teams, and vendors via phone, email, chat, and/or web session
  • Perform in-depth analysis and troubleshooting to isolate root cause of issue, identify next steps, and possible courses of action/steps to resolution
  • Identify and resolve issues by using past experience, good judgement, and knowledge of the software
  • Ensure client requests are acknowledged and resolved within service level agreement times
  • Provide timely updates to customers on all open issues, keeping messages tailored to the recipient’s level of expertise
  • Manage customer expectations regarding issue priority, resolution time, and suitability of workaround provided
  • Provide daily internal updates to tickets describing progress made
  • Troubleshoot and debug qualified system issues, and provide technical logging or database information when applicable
  • Categorize, and document qualified system issues and share with the Product Development and Product Infrastructure team as applicable
  • Apply database and system patches/updates to hosted clients
  • Provide instruction for application of system patches and updates to self-hosted clients
  • Deploy system upgrades and features such as new licenses or modules
  • Identify and document opportunities for improvement based on client suggestions
  • Work closely with Product Development and the Quality Assurance teams to move issues through the software release process
  • Write knowledge base (KB) articles for topics that will benefit both customers and team
  • Provide suggestions on improvements to workflows, processes, and tools being used


  • Post-secondary education in Computer Science, Computer Engineering, Information Systems, Information Technology, or related field
  • 3 – 5 years in a Senior Technical Support role, working with databases (SQL Server), database languages (SQL), Excel, and advanced Excel functionality (macros, VBA, pivot tables, etc.)
  • Strong attention to detail and the ability to remain focused to manage multiple competing priorities
  • Able to learn quickly and respond to changing customer needs and demands
  • Ability to work independently and with other members of a team
  • Available for scheduled on-call support rotation (evenings, weekends, holidays)
  • Excellent verbal and written communication skills
  • Experience with programming languages (C#, .NET, JavaScript, Java) is an asset
  • Previous experience in Finance related role is an asset


Please apply directly online or submit your resume to Jamie Evans at

Inteqna would like to thank all candidates for their interest in this opportunity. Due to the volume of resumes we receive we may only be able to respond directly to those candidates being selected for an interview.

Accommodations for job applicants with disabilities will be provided upon request during the recruitment, assessment, selection and placement process.

Alternative format available upon request.  We encourage you to visit regularly as new and exciting employment opportunities become available daily!


VBA, SQL, Pivot, Java