Hiring: Senior Technical Support Agent Company: Canary Technologies Location: New York, NY Job Posted Time: 2026-09-15 12:47:00 Target Skills & Keywords : Project Management, REST, SaaS, Zendesk About the job Experience: •3+ years experience supporting customers by phone, in addition to email and chat Required Skills: •Product & Technical Expertise: Handle moderately complex product questions, configurations, integrations, and edge cases using account context and product knowledge •Problem Solving & Troubleshooting: Own escalated issues through structured investigation using ticket history, documentation, internal tools, logs/data, and evidence •Communication: Communicate complex or sensitive issues clearly and reassuringly to customers, L1 teammates, and internal partners; de-escalate frustrated customers with empathy, ownership, and clear next steps •Operational Execution: Manage complex, on-hold, engineering-dependent, or cross-functional tickets with clean notes, proactive follow-up, and clear ownership •Identify and address gaps in documentation, macros, workflows, tooling, escalation paths, or product behavior •Flex project management skills for small work streams such as documentation updates, escalation improvements, or issue-pattern tracking •Use approved AI tools responsibly to improve speed, quality, consistency, and customer effort •Uphold team standards: Show up and demonstrate integrity, reliability, adaptability, collaboration, and ownership of your work everyday Compensation: •$70,000 - $95,000 / year •Flexible work environment (work from home / hybrid options) •Target cash compensation ranges from $70,000 - $95,000, including a fixed annual salary and a performance-based bonus paid quarterly Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!