Customer Care Engineer
full-time•Toronto
About this role
SysAid Technologies Ltd, an international leader in providing comprehensive IT management solutions is looking to recruit an awesome candidate who will contribute to the Customer Care department as a Customer Care Engineer.
We are seeking a sharp, fast learner who will deal with a broad spectrum of tasks. You will be working with a highly motivated team that constantly evolves and reinvents itself. We love challenges and creative solutions and we expect the same from you.
If you think this is an environment you want to work in, keep on reading.
What will you be doing?
The Customer Care Engineer is the first point of Customer contact within the Customer Care department.
The position puts you on the front lines with our technical support team – you will be responsible for managing support tickets from our customers, which includes analyzing, prioritizing and troubleshooting technical inquiries.
Responsibilities:
● Establish and maintain excellent customer experience by providing support above and beyond their expectations
● Take ownership of customer issues reported, see problems through to resolution, and escalate irregular events to Tier 2 Support engineers
● Provide prompt and accurate feedback to customers
● Create documentation in the form of knowledge-base articles
● Ensure proper closure of all issues
● Use tools and troubleshooting techniques and exercise good judgment in decision-making to routinely deliver exceptional customer support and overall experience at all times
Requirements
● 1-2 years of experience as a software support representative offering post-sales chat, phone, and email support to customers for a cloud-based (SaaS) product
● Strong written and verbal communication skills in English and Spanish - a must
● Network, DB and Operating systems troubleshooting knowledge
● Ability to work in shifts
● Excellent communication skills and the ability to interact effectively with technical personnel
● Quick learner with a desire to learn new tools and techniques, Love technology, and curiosity about new products and approaches.
● Strong problem-solving skills and a knack for troubleshooting
Bonus Skills:
● Familiarity with ITSM tools
● ITIL certification
● Familiarity with application servers
● Familiarity with LDAP configuration
● Strong work ethic with the willingness to do what it takes to get the job done
● Proactive with a positive attitude
What you'll do
- The Customer Care Engineer is responsible for managing support tickets from customers, analyzing, prioritizing, and troubleshooting technical inquiries. They ensure excellent customer experience and proper closure of all issues.
About SysAid Technologies
Built on a robust ITSM platform, SysAid’s Agentic AI adds a powerful new operational layer to IT—automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. AI Agents take the first action, so IT pros step in only when truly needed. The result? A team free to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, and zero steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. And with award-winning support, you’re set up for success. ITSM run by AI—and you. 100X more impactful.
Ready to join SysAid Technologies?
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Frequently Asked Questions
What does a Customer Care Engineer do at SysAid Technologies?
As a Customer Care Engineer at SysAid Technologies, you will: the Customer Care Engineer is responsible for managing support tickets from customers, analyzing, prioritizing, and troubleshooting technical inquiries. They ensure excellent customer experience and proper closure of all issues..
Is the Customer Care Engineer position at SysAid Technologies remote?
The Customer Care Engineer position at SysAid Technologies is based in Toronto, Canada. Contact the company through Clera for specific work arrangement details.
How do I apply for the Customer Care Engineer position at SysAid Technologies?
You can apply for the Customer Care Engineer position at SysAid Technologiesdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.