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Technical Support Analyst (Systems)



IT, Customer Service
Toronto, ON, Canada
Posted on Friday, February 2, 2024

ContactMonkey helps businesses boost growth and productivity through their internal communications. With our powerful tech stack, businesses can create, send, and track HTML email within Outlook or Gmail. Today, ContactMonkey’s software is being leveraged within the world’s leading Enterprise organizations, including brands like Rogers, IKEA and KPMG!

2023 has been a great year at ContactMonkey! Here’s what we’ve been up to…

  • Ranked by the Globe & Mail as one of Canada’s fastest growing companies
  • Recognized as part of the 2023 Deloitte Technology Fast 50™ awards program as one of the fastest-growing technology companies based on the highest revenue-growth % for over 4 years
  • Recognized in Deloitte Technology Fast 500™ as one of the fastest growing companies in North America
  • And finally to cap off the year, we just raised a $55 million Series A financing!

We understand that joining a team is one of the most important decisions you make ❤️, and adding a team member is one of the most important decisions we'll make. Through our process, we want you to get to know us and understand how you approach problems, learn, and what motivates you!

About the job

ContactMonkey seeks an individual to join our growing Technical Support team as an important systems analyst and technical lead to the ContactMonkey ecosystem!

A successful candidate will be able to demonstrate customer-facing skills, looking to help like-minded IT professionals navigate the complicated world of SaaS integrations. We seek someone who understands cloud environment infrastructure and can assist other cloud administrators with technical issues. The ideal candidate should demonstrate an ability to train and teach others on the support team, be a point of escalation, and also look to help improve our knowledge base. Individuals should be motivated to work in an ever-changing environment and look to contribute to resolving issues for our customers with permanent solutions.

Our candidate will be expected to interface and work collaboratively with team leadership, product/dev teams, and the customer success teams to offer the best service possible to our customers. They should be points of contact with the engineering team when rolling out new products and the technical point of contact in developing new materials for our customers.

What you will be doing

  • Be a part of our ticketing response team, as an escalated line of communication through our ticketing system and on calls with our customers’ cloud administrators to ensure that their needs are understood and addressed
  • Being the point of contact for helpdesk/tooling administration and automation and integration within the Support and CS organization
  • Identify gaps in our processes and be a thought leader in documentation around policies, procedures, and escalation workflow to ensure an effortless experience
  • Become ContactMonkey experts on behalf of our customers, both in the organization and in our software
  • Training and working with our front-line workers to help develop their technical skills, especially in networking, email backend, and cloud knowledge
  • Recording conversations in written form and summarizing the main reason for a customer’s call
  • Occasionally working additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other related matters

About you

  • 4+ years experience in IT and Cloud (preferably in business end-user troubleshooting and within the SaaS industry)
  • 4+ years of troubleshooting email systems (Outlook on Desktops, Outlook Web Application, and Gmail)
  • 3+ years of troubleshooting network communication, Cloud, email, and systems administration (Azure AD, Exchange Online, Federation, Google Workspace Admin)
  • 3+ years working with help desk administration and integrations (Zendesk, Salesforce)
  • 3+ years with HTML and/or JSON analysis
  • 3+ years writing technical documentation guides for end users and internal processes
  • 4+ years working in a small (less than 100 people) to medium-sized (less than 500 people) organization

How you can stand out

  • Zendesk administration, and integration with other tooling, using Zapier or directly, for example with Slack and Salesforce
  • Microsoft Certifications: AZ-104 / MS-102, Google Certification: Professional Google Workspace Administrator
  • API and Webhook troubleshooting and testing
  • Strong familiarity with Slack, Teams, and online communications, notifications, and messaging protocols
  • Ability to create processes in documentation tools GetGuru, and utilize basic image editing software and diagrams/visualization tools to create long-lived information for all skill sets to use
  • Experience being a tech lead in an organization

Why ContactMonkey?

We offer…

🏥 Comprehensive benefits program (health & dental) with $2000 towards mental health services and support

📚 Monthly stipend for personal and professional growth

💰 Stock option plan

🏝 Generous vacation package

🧖 1 personal day to do as you please

☀️ Summer hours in July and August

🌎 Work from anywhere in the world for 6 weeks

💼 Downtown Toronto office for a change of workspace routine

🤝 A supportive team who celebrates successes and tackles challenges together

Our team is reimagining what it means to send and receive valuable communications to an entire workforce. By joining ContactMonkey, rest assured our wickedly smart, high-performing team members will challenge you to learn and grow every day. We value great work and great ideas in everything we do. We're looking for talented people who want to grow their career with us while making an impact with groundbreaking ideas.

Equal Employment Opportunity

Research shows that women-identifying and other marginalized individuals tend to only apply when they meet 100% of the qualifications; if you don't have all the listed qualifications, we encourage you to apply anyway!

ContactMonkey does not discriminate in hiring or terms and conditions of employment because of an individual’s race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws.

Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.