Technical Support Engineer II

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Job Title: Technical Support Engineer II

Location: Cork, Ireland (Hybrid or Remote)

Role Overview
As a Technical Support Engineer at Canto, you act as the bridge between Support, Engineering, Operations, and Product. You handle complex 2nd‑level support inquiries about our product, its add‑ons, and our API. In addition to supporting customers, partners, and vendors, you are also the escalation point for our Tier‑1 frontline support team. Your expertise ensures that technical challenges are resolved efficiently, integrations are implemented according to best practices, and the overall stability of the Canto platform is maintained.

Responsibilities

Serve as the primary technical point of contact for developers, partners, and third‑party vendors integrating with Canto’s platform.

Act as an internal escalation point for the Tier‑1 frontline support team, assisting with advanced troubleshooting and providing guidance on complex cases.

Provide expert‑level support for API usage, webhooks, authentication, SDKs, integrations, and advanced platform functionality.

Collaborate with Engineering and Operations to escal, reproduce, and resolve technical issues, ensuring clear and well‑documented case handoffs.

Maintain a deep understanding of Canto’s API, developer tools, and platform architecture to guide customers and ensure best practices.

Support technology and implementation partners through integration projects, ensuring alignment with Canto’s API best practices and platform capabilities.

Monitor and manage tickets and inquiries via Zendesk, Slack, or email, ensuring timely and professional communication with customers and partners.

Collaborate closely with Product Management by providing customer feedback, triaging bugs, and testing technical fixes prior to release.

Create and maintain technical documentation, FAQs, code samples, and developer‑facing knowledge base articles.

Deliver technical training and mentoring to the Tier‑1 support team to strengthen their product knowledge and troubleshooting skills.

Assist pre‑sales engineering or post‑sales implementation teams when advanced API or integration expertise is required.

Track recurring technical issues and proactively suggest improvements to product functionality, support processes, or documentation.

Required

Bachelor’s degree in Computer Science, Information Systems, or a related technical field, or equivalent professional experience.

3+ years of experience in technical support engineering, customer success engineering, within a SaaS or software company.

Strong knowledge of web technologies (e.g., REST APIs, JSON, OAuth, authentication methods).

Experience with troubleshooting integrations, APIs, and system connectivity issues.

Familiarity with scripting or programming languages (e.g., Java, JavaScript, Python, or similar) for debugging and creating code samples.

Solid understanding of cloud‑based platforms and SaaS architectures.

Experience working with support tools such as Zendesk, Jira, Confluence, or similar.

Strong analytical and problem‑solving skills with the ability to perform root cause analysis.

Excellent communication skills (written and verbal) in English; ability to explain complex technical concepts clearly to both technical and non‑technical audiences.

Proven ability to collaborate across teams (Support, Engineering, Operations, Product) and manage technical escalations effectively.

Preferred / Nice To Have

Experience working with digital asset management (DAM) solutions or content management systems.

Knowledge of DevOps concepts, cloud infrastructure (AWS, Azure, or GCP), and monitoring tools.

Experience writing technical documentation, FAQs, or developer guides.

Familiarity with agile development processes and bug‑tracking workflows.

Additional language skills (e.g., German) are a plus.

Why Canto is the Place to Be
Ignite Your Potential – Join a fast‑growing company where innovation and agility fuel success.

Make an Impact – Your ideas and efforts directly shape our future—every contribution matters.

Learn, Grow, Thrive – Gain real‑world experience and develop new skills as we scale.

Stronger Together – Be part of a close‑knit, supportive team that values collaboration and camaraderie.

Your Voice Matters – We foster open communication and transparency so every idea is heard.

Turn Challenges into Triumphs – Solve meaningful problems with creativity and confidence.

Balance that Works for You – We believe success comes from a healthy work‑life harmony.

Endless Growth Potential – As we rise, so do you. Step into new opportunities and grow with us.

A Global Perspective – Work alongside diverse, talented colleagues and broaden your horizons.

Come be part of something exciting—your future starts here

Canto is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.

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