Technical Support Engineer - SDK Remote Job

Apryse is seeking a skilled and highly motivated Technical Support Engineer with developer experience to join our dynamic team. In this role, you will be responsible for providing exceptional technical support to our clients and customers, utilizing on our software development kits (SDK) and web products with a strong emphasis on C++, C#, Java, JavaScript, Python, Ruby, and Go.

As a Technical Support Engineer-SDK, you will play a crucial role in assisting developers and customers with troubleshooting, issue resolution, and implementation of our document processing products. Your expertise and knowledge will be key to ensuring customer satisfaction and success. In this role, you will be responsible for providing exceptional technical support to our clients and customers, utilizing our software development kits (SDK) which are available for many systems and  in many different languages.

This is a terrific opportunity to learn all aspects of Apryse’s technology and be a key player in shaping our future product roadmap while expanding your knowledge and developing your skills spanning the areas of customer service, technical support, and multi-language/platform development, leading to career progression into either development or solution engineer positions at Apryse. For entry-level applicants, we are willing to train the right candidate.

Responsibilities:

• Provide high-quality technical support to customers via various channels (phone, email, chat) regarding our SDK products.
• Diagnose and troubleshoot complex software issues reported by customers, ensuring timely resolution.
• Develop and maintain an in-depth knowledge of our SDK products, programming languages, and supported operating systems.
• Collaborate with internal teams to reproduce and resolve customer-reported issues, escalating to appropriate teams when necessary.
• Create and maintain detailed technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.
• Proactively identify areas for improvement in our SDK products, providing feedback to the development and engineering teams.
• Contribute to the continuous improvement of customer support processes and workflows.

Requirements:

• Bachelor's degree in Computer Science, Engineering, or a related comparable experience.
• Strong programming skills and hands-on experience with at least one of the following: C++, C#, Java.
• Proficiency in working with server/desktop operating systems, including Linux, Windows, and macOS.
• Prior experience in technical support or customer-facing roles, preferably in a software development environment.
• Excellent problem-solving and analytical skills, with the ability to diagnose and troubleshoot complex software issues.
• Exceptional written and verbal communication skills, with the ability to explain technical concepts to non-technical customers effectively.
• Self-motivated and proactive with a strong commitment to customer satisfaction.
• Ability to work well both independently and collaboratively in a fast-paced, dynamic environment.
• Familiarity with software development methodologies and tools, such as version control systems and bug tracking systems, is a plus.
• Prior experience with SDK support or API integration is highly desirable.

Benefits

• Competitive salary commensurate with experience & qualifications.
• A comprehensive extended benefits package including health, dental and vision for you and your family that starts from day one.
• A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential.
• Highly autonomous and entrepreneurial environment.
• Bi-weekly lunches and monthly socials.
• Annual recurring WFH allowance for you to purchase items you need for your home office.
• On going support for learning development so you can master your craft.
• Work with the hardware you're most comfortable with (Windows or Mac)
• Diverse and inclusive workplace where we all learn from each other.
• Excellent work-life balance with a flexible remote work environment.
• Salary Range: CAD $59,000.00 - $82,000.00 per year

Apryse is the industry-leading provider of document software development (SDK) technology powering everything from traditional desktop software to innovative web and mobile applications. With a broad international portfolio of combined companies, products, and leading technologies, we are actively changing the way the world works with documents to make work better and life simpler.
We are also a fast-growing company, chosen as one of Canada's Top Small & Medium Employers of 2022 by Mediacorp Canada Inc and selected among Canadas best employers for recent graduates with its addition to the 2022 Career Directory.
Since having secured a $95M strategic growth investment in 2019, we have grown from approximately 50 employees to over 370, made eleven acquisitions, and in 2021, Thoma Bravo, the top private investment firm in the world for software, came on board with another strategic growth investment.
Customers like IBM, Autodesk, DocuSign, Boeing, Microsoft (and many more!) come to us to realize their web and mobile strategies for document management, editing, and collaboration as the #1-ranked commercial document SDK of choice for companies worldwide. As a result, you can find our document technology in thousands of solutions, including those of household names, used by millions across virtually every industry. Our XODO app alone has 25M unique installs -- and counting -- and the highest ratings among PDF productivity apps on the largest online app marketplaces.
Internally, we foster an atmosphere of opportunity, growth, and success for every individual amidst an exciting and challenging entrepreneurial culture. Career progression is based on merit, not tenure. Every member of our vibrant team is empowered to be a contributor, innovator, and successful leader.