Senior Technical Support Specialist (Tech Lead Track)

We're a small Canadian streaming TV company — not a BPO. You'll work directly with the owner and a team of six. We're hiring one experienced tech support person to grow into our Tech Lead.

Hours: Full-time, 40 hrs/week, Monday–Friday. You'll work an 8-hour shift within our 8:00 AM – 9:00 PM Pacific Time coverage window. Your exact shift is agreed with you at offer stage.

Extra hours: Optional and paid. Some of our team pick up a 6th day or additional shifts. If you want more hours, they're available. If you don't, 40 is 40.

Pay: $1200 – $1400 CAD/month to start, based on experience. Formal performance review at 6 months, with a path into the Tech Lead role.

What you'll do in the first months:

Handle escalated tickets and calls — Android boxes, Firesticks, smart TVs, apps, buffering, playback and login issues
Be the person the rest of the team brings the hard ones to
Fix recurring problems at the root, not just ticket by ticket
Write the troubleshooting documentation we're missing

Where it goes:

Own the support queue and its quality
Coach the team, review calls and tickets, run the daily handoff

You're a fit if you have:

4+ years hands-on technical support with real customers — phone and ticket, not chat scripts
Deep familiarity with streaming devices and apps. You've troubleshot a buffering Android box on a bad ISP connection and you know where to start

Clear, calm English, written and spoken
Experience with a ticketing system (we use Freshdesk) and a phone system
Enough judgment to make a call on your own, and enough sense to know when to ask

Perks:

• Competitive salary and performance-based bonuses.

To apply: Start your message with the word BUFFER. Then answer in your own words — no AI-generated answers, we can tell:

Describe the hardest technical issue you've solved for a customer. What was the actual root cause?
A customer says "it worked yesterday, now it's frozen." What are your first three questions?

Applications without the keyword won't be read.