T2 support professional, or experienced T1, wondering if you should branch out? Up-and-coming with more to give and nowhere to give it in your current job? Wewould like to hear from you.

The Role

We are seeking aTier 2 Technical Support Specialist / Cloud Operations Assistant, reporting to the Manager, Customer Support. In a smaller team environment, the role is broader than a traditional support position and offers the opportunity to help define the cloud operations role and optionally move into it full-time as this new line of business expands. It also works closely with the Customer Success and Professional Services teams, contributing across multiple areas of the business.

This position is well suited to someone who enjoysproblem solving, understanding how systems work, and helping customers succeed with complex software. Our software is built on a Microsoft tech-stack (Windows servers and network, Kestrel web service, SQL Server, Azure cloud) and you will work closely with our customers to diagnose and resolve environment, installation, and product issues, both on-prem and in our cloud hosting environment. Closely allied to technical support, within our cloud operations team you will be provisioning client systems and monitoring servers.

The role will evolve rapidly on two fronts: as we grow our new hosting business; and as we adopt AI as a tool for our business and offer it within our products. You will adapt with it and are expected to contribute your ideas and energy to these changes.

Working Hours

9:00 AM - 5:30 PM Pacific Time / Noon 8:30 PM Eastern Time + Occasional After-hours/Weekends

These hours make the role particularly suitable for candidates located inWestern or Mountain time zones, though we are equally open to candidates in Eastern time zones who prefer a later workday.

The role will occasionally require out-of-office-hours (evenings/weekends) as part of your standard 40hour week.

Work Environment

• Fully remote role within Canada
• You will work froma home office that you furnish and maintain
• Reliable internet and a professional workspace are required

Key Responsibilities

Customer Support

• Own customer issues through support tickets
• Communicate with customers by email, telephone, and web meeting including remote desktop
• Escalation to product consultants and developers, following up to ensure completion
• Keep ticket data accurate and up-to-date, document troubleshooting steps, and contribute to internal knowledge resources

Technical Investigation

• Troubleshoot complex application behaviour, data issues, and configuration questions
• Identify and document software defects
• Collaborate with developers to reproduce technical problems

Cloud Operations

• Provisioning and maintaining customer environments (installation, database backup and restore)
• Perform routine operational tasks related to system maintenance and monitoring
• Incident management: definition and execution

Internal Collaboration

• Work closely with development, product, and customer-facing teams
• Help improve support processes and operational efficiency

Skills and Experience

We are looking for someone who istechnically curious, analytical, and customer-focused.

Core Requirements

• Experience intechnical software support, IT systems support, or similar roles
• Comfort working withenterprise database-driven and web-architected software systems
• Clear written communication skills when working with customers
• Ability to work independently in afully remote environment

Technical Skills in Areas Such As ...

• Setting up and trouble-shooting web apps. in Windows Servers and Networks
• Experience withSQL databases
• Hands-on with reporting technologies such asPowerBI, Crystal Reports, Report Builder
• Experience with theAzure cloud platform

Industry Knowledge (Helpful but Not Required)

Be sure to tell us about your experience in the following fields:

• Hands-on ERP software configuration or support
• Custom engineering or machine building
• Procurement or accounting
• Engineering project management

Education and Background

Ideally an undergraduate degree in a related field, we also valuepractical experience and aptitude.

Candidates may come from backgrounds such as:

• Technical support
• IT systems administration
• Engineering or manufacturing operations
• Accounting or project administration in engineering environments

Career Growth

Because we are a small and growing company, this role offers multiple potential growth paths, including:

• Client implementation and onboarding
• Customer success and account management
• Product expertise and advanced technical support
• Operational or cloud platform specialization

Employees who demonstrate initiative and curiosity have opportunities to fill the positions that their work creates in company growth.

About Us

Total ETO provides the leadingproject administration (ERP/MRP) SaaS solution for custom engineering manufacturers. Ou