Technical Support Specialist
Draper, UT Hybrid
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About the role
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 bring
- 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
- We know many women do not apply for a job if they don't perfectly fit the description.
- We want you to apply anyway.
- 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