Tier 2 Technical Support Specialist

Tier 2 Technical Support Specialist

Canopy, South Jordan, UT

About Us

Canopy is a fast-growing SaaS company in Draper, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. 

Our goal is to help our clients unlock the firm they’ve always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. 

Click here to see why our clients love Canopy.

Interested in learning more about Canopy & the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more!

The Opportunity:

Our Tier 2 Technical Support team members are responsible for supporting Canopy’s expanding customer base, enabling customers to achieve the most value from our software. Strong technical aptitude, agility, proactive problem-solving, top-notch organization, and empathy are a few key attributes of success for this role. If you are looking for needle-moving impact, this is your opportunity. 

Remote work is available for candidates based in Utah.

What You’ll Do:

• Communicate effectively internally and externally to understand and address technical concerns
• Diagnose and resolve complex technical issues related to the Canopy App
• Provide feedback about system improvements based on recurring technical issues
• Demonstrate empathy, product knowledge, effective communication, and accuracy
• Collaborate with Tier 1 Support and others to escalate and resolve issues promptly
• Perform technical troubleshooting by testing, validating and documenting, along with offering perspective on root cause and potential solutions
• Collect details of the issues, clearly documenting the problem in our ticketing system
• Use professional judgment to escalate risk accounts at first signs of the risk and work collaboratively with Support, Product, CX, and Engineering to mitigate churn risk
• Become proficient with integrations basics and troubleshooting
• Maintain detailed records of all customer and internal communications, ensuring action items are brought to completion
• Contribute to the knowledge base by creating and updating documentation for common technical problems and solutions

What We’re Looking For: 

• 1-2 years of Tier 2 Technical Support experience
• Strong understanding of a SaaS Company and web applications 
• Experience using ticketing tools, such as Jira and Intercom
• Demonstrated ability to take ownership and accountability of duties
• Organizational skills, creativity, curiosity, and a solution-oriented focus
• Continued pursuit of technical skills development
• Enjoys solving problems and winning over long-term customer advocates
• Excellent written and verbal communication skills

Bonus Points If You Have:

• Basic Algebra skills and/or familiarity with accounting software
• Basic understanding of SQL and network diagnosis tools like Sentry or DataDog

Why You Want to Work Here:

🌴 Flexible Paid Time Off - that you’re actually encouraged to use plus 10 company holidays! 

❤️‍🩹 Health Benefits - including Medical, Dental, and Vision and an HSA Match. Canopy covers Medical premiums at 100% for Employees only.

💰 401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.

🧠 Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP).

👶 Paid New Parent Leave & Birthing Parent Leave - so you’re able to care for your little ones.

➕ Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.

🌟 Motivosity - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!

🥳 Company Events - including monthly company-wide meetings, summer parties, and more.

💡 DEIB Committee - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more.

☕ Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered. 

Our Values:

We approach our work every day with a few things in mind:

🔑 Own - we own this place! We focus on outcomes, holding ourselves & each other accountable.

🏆 Win - we win by delighting our customers with the very best products and services.

👍 Do Good - we work hard to be good people!

💡 Embrace Curiosity & Candor - we approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.

To learn more about us & our values, click here.

Interviewing @ Canopy:

We know application processes can be a little stressful. Here’s are the stages of a typical interview process:

• Once your application is received, we will review it and get back to you if we feel like it’s a mutual fit! 
• 20 minute phone call with the People Team
• 45-60 minute video or in-person interview with the Hiring Manager
• 1-3 rounds of interviews depending on the role
• Final Interview

Interview processes can vary depending on the role. The People Team will give you a role specific overview of the process during your first phone call. 

Remember: This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end! 

Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.