Technical Support Specialist

Job Description

Job Description

Technical Support Specialist

Canopy, Draper, 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.

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.

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:

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.

What You'll Do:

• 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

What We're Looking For:

• 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

We know many women do not apply for a job if they don't perfectly fit the description. We want you to apply anyway.

Bonus Points If You Have:

• Basic to intermediate SQL knowledge (SELECT, JOIN, WHERE, GROUP BY) and familiarity with relational databases
• Understanding of security fundamentals such as SSO/SAML, authentication vs authorization, and SSL/TLS
• Familiarity with accounting software or a background working with SaaS products

Why You Want to Work Here:

???? 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.

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.

???? 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.

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

Interviewing @ Canopy:

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.

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.