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About the Role

The Senior Technical Support Specialist is a technically focused position that acts as a senior escalation point for complex platform issues, drives operational efficiency, and mentors L2 support teams. This role actively contributes to automation, tooling, AI-assisted troubleshooting, and process optimization to scale support quality and reduce manual effort.

Responsibilities

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.
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.
Identify repetitive or high-effort support tasks and design automation solutions.
Build and maintain scripts, utilities, or lightweight tools using JavaScript, Bash, SQL, or similar technologies.
Leverage AI-assisted tools to accelerate troubleshooting, improve script development, and assist in knowledge creation.
Contribute to or enhance monitoring and alerting automation.
Continuously evaluate emerging support technologies and recommend improvements.
Provide expert-level support for RESTful APIs, cloud platforms, Linux/UNIX and Windows server environments, and databases.
Use tools such as Postman, Git/GitLab, Jenkins, and CI/CD pipelines to diagnose and validate system behavior.
Support file processing, transcoding, and media workflows.
Apply practical knowledge of advertising trafficking, broadcast delivery and digital media workflows.
Interpret broadcaster, publisher, agency, and platform delivery specifications.
Troubleshoot video files & destination transcodes, including issues involving slates, SOM/EOM, captions, frame accuracy, audio mapping, or additional similar media issues.
Validate common containers and codecs.
Assess resolution, aspect ratio, frame rate, interlacing, bitrate, chroma sampling, timecode, audio channel layout, sample rate, loudness, and safe-area requirements.
Use media analysis and workflow tools to compare source and output files.
Serve as a technical mentor for Technical Support Specialists.
Create and maintain high-quality technical documentation, runbooks, and troubleshooting guides.
Actively contribute to knowledge transfer, especially complex or legacy systems.
Lead or support internal training sessions on tools, platforms, or recurring issue patterns.
Participate in major incident management, providing technical leadership and structured analysis.
Contribute to or lead root cause analysis (RCA) and post-incident reviews.
Identify systemic issues and recommend long-term corrective actions.
Support continuous improvement initiatives across support operations.

Requirements

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.
Strong hands-on experience with REST APIs, JSON/XML, and backend troubleshooting.
Strong hands-on experience with SQL and NoSQL concepts.
Strong hands-on experience with Scripting (JavaScript, Bash, or equivalent).
Strong hands-on experience with 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.
Strong working knowledge of video/audio codecs, containers, resolutions, frame rates, interlacing, aspect ratios, bitrates, chroma sampling, timecode, channel mapping, captions, loudness, and A/V synchronization.
Practical experience using AI-assisted development or support tools.
Ability to responsibly apply AI for troubleshooting, automation, and documentation.
Experience designing or improving support automation workflows.
Exceptional problem-solving mindset with strong analytical thinking.
Clear, concise communicator—able to explain complex technical issues to both technical and non-technical audiences.
Strong ownership mentality; comfortable operating independently on high-impact issues.
Highly organized, detail-oriented, and process-driven.
Collaborative team player with the ability to work effectively across time zones and cultures.
Calm and effective under pressure, especially during incidents or outages.
Proactive, curious, and continuously learning.
ITIL certification or strong familiarity with ITSM principles (Desirable).
Experience in media, broadcast, OTT, or digital content platforms (Desirable).
Experience improving Zendesk or similar ticketing platforms through automation, workflows, or integrations (Desirable).

Skills

Linux/UNIX
REST APIs
JSON/XML
SQL
NoSQL
JavaScript
Bash
AWS
Azure
Monitoring tools
Logging tools
Observability tools
CI/CD
Git
Video codecs
Audio codecs
Containers
Resolutions
Frame rates
Interlacing
Aspect ratios
Bitrates
Chroma sampling
Timecode
Channel mapping
Captions
Loudness
A/V synchronization
AI-assisted tools
Automation workflows
Problem-solving
Analytical thinking
Communication
Ownership mentality
Organization
Detail-oriented
Process-driven
Collaboration
ITSM principles
Media workflows
Broadcast workflows
OTT platforms
Digital content platforms
Zendesk

Location

Remote

Work Type

Full-time

Experience Level

Senior

Salary/Compensations

$75,000 – $85,000 CAD

About the Company

XR is on a mission to transform how the world creates, connects, and experiences advertising.
XR is the global leader in creative operations, helping brands and agencies bring their ideas to life and deliver them seamlessly across every screen.
XR's leading technology and services power creativity for the marketing and entertainment industries.
XR offers a high-energy, collaborative environment where ideas can spark real change.
XR champions innovation at every level, empowering teams to take risks, challenge norms, and unlock new possibilities.
XR is a place to grow, learn, and thrive.
XR is looking for individuals passionate about technology, solving complex challenges, and joining a team that's changing the game.

Equal Opportunity

We use AI-assisted screening technology to help review resumes for required skills and qualifications. Final hiring decisions are always made by our human hiring team.