Senior Technical Support Specialist
- Compensation
- Not disclosed
- Location
- Toronto, Canada
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 5+ years
- Category
- It support
- Posted
Skills
Must have
- 5+ years of experience in L2/L3 technical support, production support, technical video knowledge, or site reliability–adjacent roles.
- Strong hands-on experience with:
- Linux/UNIX systems and networking fundamentals
- REST APIs, JSON/XML, and backend troubleshooting
- SQL (T-SQL, MySQL, or similar) and NoSQL concepts
- Scripting (JavaScript, Bash, or equivalent)
- Cloud platforms (AWS and/or Azure)
- Experience with monitoring, logging, and observability tools.
- Familiarity with CI/CD tooling and version control (Git).
- Experience working with automation-first support models.
- Video expertise: Strong working knowledge of video/audio codecs, containers, resolutions, frame rates, interlacing, aspect ratios, bitrates, chroma sampling, timecode, channel mapping, captions, loudn
Nice to have
- ITIL certification or strong familiarity with ITSM principles.
- Experience in media, broadcast, OTT, or digital content platforms.
- Experience improving Zendesk or similar ticketing platforms through automation, workflows, or integrations.
Full description
Join the creative revolution at XR!
XR is on a mission to transform how the world creates, connects, and experiences advertising. As the global leader in creative operations, we help brands and agencies bring their ideas to life and deliver them seamlessly across every screen. Our leading technology and services power creativity for the marketing and entertainment industries, and you can be a part of it!
At XR, you'll join a high-energy, collaborative environment where your ideas can spark real change. We champion innovation at every level, empowering our teams to take risks, challenge norms, and unlock new possibilities. Your voice, your talent, and your vision matter here- XR is where you come to grow, learn, and thrive.
Ready to make an impact? If you're passionate about technology, solving complex challenges, and joining a team that's changing the game, XR is the place for you. Let’s shape the future together!
The Opportunity
The Senior Technical Support Specialist is a highly skilled, technically focused position who operates at the intersection of support, engineering, and automation. This role serves as a senior escalation point for complex platform issues, a driver of operational efficiency, and a mentor and technical reference for L2 support teams.
Unlike traditional support roles, this position actively contributes to automation, tooling, AI-assisted troubleshooting, and process optimization, helping XR scale support quality while reducing manual effort.
The role requires strong technical depth, excellent communication skills, and the ability to operate independently in high-impact situations.
ResponsibilitiesAdvanced Technical Support & Escalation
- Act as a senior escalation point for complex L2/L3 platform, workflow, and integration issues.
- Troubleshoot issues across distributed systems, APIs, cloud infrastructure, and internal platforms (e.g., XR Adstream/ XR ExtremeReach, AppCentral, Phoenix, Prodigy).
- Perform deep log analysis, API inspection, and backend validation to identify root causes.
- Own complex tickets through resolution while maintaining SLA accountability.
- Partner with Engineering, DevOps, and Product teams during incidents and problem investigations.
Automation, Tooling & AI Enablement
- Identify repetitive or high-effort support tasks and design automation solutions to improve efficiency and reliability.
- Build and maintain scripts, utilities, or lightweight tools using JavaScript, Bash, SQL, or similar technologies.
- Leverage AI-assisted tools (e.g., LLM-based copilots, automation frameworks, Cursor or similar AI coding tools) to: