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# Technical Support Engineer

- **Company:** ACT, Inc
- **Location:** South Jordan, UT, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), JIRA, User Authentication, Client Server Models, Software as a Service, Computer Networks, Relational Databases, Domain Name System (DNS), JSON, Standard Sql, Salesforce.Com, Security Assertion Markup Language (SAML), Web Applications, Datadog, Diagnostic Tools, Break Fix, Information Technology, Sentry, Enterprise Integration, Restful APIs, Webhooks
- **Published:** August 3, 2026
- **Apply:** https://www.dice.com/job-detail/64ffa119-c1d5-4f73-b2d6-661261a1f1ba

## About the Role

The Technical Support Engineer 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., * 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 (HTTP/HTTPS, 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, * 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

## Description

* 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, 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


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