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Salary: CAD 75,000 - 85,000 / annual
Extreme Reach is seeking a Senior Technical Support Specialist to serve as a senior escalation point for complex platform issues while driving operational efficiency through automation and AI-assisted tooling. This role bridges support, engineering, and automation—unlike traditional support positions, you will actively contribute to automation, tooling development, and process optimization to help scale support quality while reducing manual effort.
You will troubleshoot issues across distributed systems, APIs, cloud infrastructure, and internal platforms (XR Adstream, ExtremeReach, AppCentral, Phoenix, Prodigy). Responsibilities include performing deep log analysis, API inspection, and backend validation to identify root causes; owning complex tickets through resolution while maintaining SLA accountability; and partnering with Engineering, DevOps, and Product teams during incidents.
A significant portion of this role involves identifying repetitive support tasks and designing automation solutions using JavaScript, Bash, SQL, or similar technologies. You will leverage AI-assisted tools (LLM-based copilots, Cursor, similar frameworks) to accelerate troubleshooting, improve script development, and enhance knowledge creation. You will contribute to monitoring and alerting automation using CloudWatch, Datadog, Grafana, Zabbix, or similar platforms.
You must provide expert-level support for RESTful APIs (JSON/XML), authentication flows, system integrations, AWS and/or Azure cloud platforms, Linux/UNIX and Windows server environments, and SQL/NoSQL databases. You will use tools such as Postman, Git/GitLab, Jenkins, and CI/CD pipelines to diagnose and validate system behavior.
The role includes substantial broadcast, advertising, and media workflow support. You will apply practical knowledge of advertising trafficking, broadcast delivery, and digital media workflows. You will troubleshoot video files and destination transcodes, including issues involving slates, SOM/EOM, captions, frame accuracy, audio mapping, and similar media issues. You must validate common containers and codecs (MOV, MP4, MXF, MPEG-2, MPEG Transport Stream, H.264/AVC, ProRes, XDCAM, XAVC, PCM, AAC) and assess resolution, aspect ratio, frame rate, interlacing, bitrate, chroma sampling, timecode, audio channel layout, sample rate, loudness, and safe-area requirements against destination specifications.
You will serve as a technical mentor for Technical Support Specialists, helping them resolve complex issues and grow technical depth. You will create and maintain high-quality technical documentation, runbooks, and troubleshooting guides, and lead or support internal training sessions. You will participate in major incident management, provide technical leadership, contribute to root cause analysis (RCA) and post-incident reviews, and identify systemic issues with long-term corrective actions.
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, REST APIs, JSON/XML, and backend troubleshooting, SQL (T-SQL, MySQL, or similar) and NoSQL concepts, scripting (JavaScript, Bash, or equivalent), and 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; and 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. Strongly preferred: practical experience using AI-assisted development or support tools (Cursor, GitHub Copilot, internal LLM tools); ability to responsibly apply AI for troubleshooting, automation, and documentation; and experience designing or improving support automation workflows. Soft skills: exceptional problem-solving mindset, clear communication (technical and non-technical audiences), strong ownership mentality, highly organized and detail-oriented, collaborative team player, calm under pressure, proactive and continuously learning. Desirable: ITIL certification or strong ITSM familiarity, experience in media/broadcast/OTT/digital content platforms, experience improving Zendesk or similar ticketing platforms through automation.
