Back Office Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Back Office Support Specialist based in Canada.

Join an international technology environment dedicated to developing innovative video security, access control, and safety solutions. As a Back Office Support Specialist, you will serve as a key technical escalation point, handling complex customer issues and ensuring timely, effective resolutions. You will investigate advanced technical incidents involving software, hardware, networking, and video management systems. Working closely with frontline support specialists, escalation partners, and engineering teams, you will help identify root causes and improve overall support performance. You will also contribute to knowledge sharing, technical documentation, and collaborative troubleshooting initiatives. This role offers the opportunity to strengthen your technical expertise while making a meaningful contribution to customer satisfaction and the reliability of mission-critical security solutions.

Accountabilities

• Case Prioritization and Queue Management: Monitor incoming back-office support cases, assess their severity, and prioritize investigations according to customer impact, urgency, and established service-level agreements (SLAs).

• Advanced Technical Troubleshooting: Independently investigate and resolve complex technical issues involving video management systems (VMS), access control technologies, server hardware, networking infrastructure, and analytics software.

• Escalation Management: Coordinate with Technical Support Escalation Partners, frontline support teams, field specialists, Quality Assurance, and software and hardware engineers to drive complex cases toward resolution.

• Root-Cause Analysis: Conduct detailed technical investigations to identify underlying issues, recognize recurring defects, and recommend appropriate corrective actions.

• Collaborative Incident Resolution: Participate in and facilitate technical swarm sessions to address critical service outages, emerging product defects, and high-impact enterprise customer incidents.

• Technical Documentation: Maintain detailed records of troubleshooting activities, diagnostic logs, investigation findings, and root-cause analyses to support efficient case resolution.

• Knowledge Sharing: Contribute to internal technical documentation and knowledge bases, helping Tier 1 and Tier 2 support teams improve their troubleshooting capabilities and technical expertise.

• Operational Support: Participate in weekend and after-hours on-call rotations to provide coverage for critical incidents and ensure continuity of support for enterprise customers.

Requirements

• At least 1 year of experience in senior technical support, technical account management, escalation management, or a related technical support position.

• Strong technical troubleshooting and analytical skills, with the ability to investigate complex, multi-layered issues independently.

• Familiarity with video management systems, access control solutions, server hardware, networking, or enterprise software environments is an advantage.

• Ability to interpret diagnostic logs, collect technical evidence, identify patterns, and conduct structured root-cause investigations.

• Experience managing technical escalations and coordinating resolutions across multiple teams and stakeholders.

• Strong prioritization and organizational skills, with the ability to manage competing cases and respond effectively to high-pressure situations.

• Excellent written and verbal communication skills, particularly when documenting technical investigations and explaining complex issues to different audiences.

• Collaborative mindset and willingness to participate in cross-functional troubleshooting sessions and knowledge-sharing initiatives.

• Customer-focused approach, with a strong sense of ownership, accountability, and commitment