Technical Support Specialist

Technical Support Specialist

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.

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

The Technical Support Specialist is a key member of our Support organization, working at the intersection of deep technical problem solving and leading direct customer impact. This role blends hands-on troubleshooting for Canopy's complex tax and accounting platform with close collaboration across Customer Support, Support Enablement, Product and Engineering - helping ensure customers get expert help no matter who they reach. Because Canopy's complexity requires deep technical expertise, we are looking for TSEs who want to build lasting technical and industry experience. You will operate within a collaborative team environment, contribute to process improvements as the team evolves, and have room to grow into a more senior technical team member over time.

If you are passionate about technical problem solving and want to make a lasting impact on how our customers experience support, this is a great opportunity.

This is a hybrid position available for candidates based in Utah only.

Provide direct technical expertise by diagnosing and resolving complex technical issues impacting the Canopy platform

Act as a critical point of contact for cross-departmental collaboration, working with teams such as Customer Support, Product/Engineering, and Account Management to address high-priority issues

Provide analysis on trending or recurring issues to Product and Engineering teams to drive ongoing improvements and enhance cross-functional collaboration

Follow defined escalation criteria across Technical Support, Customer Support and Implementation, enabling Canopy customers to experience one connected support experience

Take ownership of customer escalations, in partnership with Account Management teams to help reduce churn risk

Partner with Customer Support to answer technical product questions, working alongside Support Enablement to keep resolution speed high and escalation volume low

Assist in creating and updating knowledge base documentation in partnership with Support Enablement, as our shared knowledge base matures

Contribute to process improvements as the team's operating model evolves

Bachelor's Degree in Computer Science or related fields, or 2-3 years of experience working in a Technical Support environment

Strong understanding of SaaS/web application architecture, including client-server architecture

Familiarity with core web and networking concepts ( DNS, email protocols) and basic API/integration knowledge (REST APIs, JSON, webhooks)

Ability to read and interpret application/server logs and use browser dev tools to troubleshoot and reproduce issues

Experience with ticketing and diagnostic tools such as Jira, Intercom, Salesforce, Datadog or Sentry

Customer-first mindset with excellent written and verbal communication skills, and the ability to translate technical information into customer friendly explanations

Experience working cross functionally in a fast-paced, team-oriented environment with defined escalation paths

Flexible Paid Time Off - you're actually encouraged to use, plus 10 company holidays!

Health Benefits - including Medical, Dental, and Vision and an HSA Match.

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.

Nectar - 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.

ERG Committees - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more.

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

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.

Act Startup Fast - We know the best way to become a world-class company is to always act like a tiny startup: fast, hungry, intense, and scrappy. But especially fast.

Application processes can be a little stressful. Here are the stages of a typical interview process at Canopy:

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.

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.