Senior Technical Support Specialist

Senior Technical Support SpecialistHybridSourceFull timeToronto, CanadaShare this job DescriptionJoin the creative revolution at XR!   XR is on a mission to transform how the world creates, connects, and experiences advertising. As the global leader in creative operations, we help brands and agencies bring their ideas to life and deliver them seamlessly across every screen. Our leading technology and services power creativity for the marketing and entertainment industries, and you can be a part of it!  At XR, you'll join a high-energy, collaborative environment where your ideas can spark real change. We champion innovation at every level, empowering our teams to take risks, challenge norms, and unlock new possibilities. Your voice, your talent, and your vision matter here- XR is where you come to grow, learn, and thrive.  Ready to make an impact? If you're passionate about technology, solving complex challenges, and joining a team that's changing the game, XR is the place for you. Let’s shape the future together! The OpportunityThe Senior Technical Support Specialist is a highly skilled, technically focused position that operates at the intersection of support, engineering, and automation. This role serves as a senior escalation point for complex platform issues, a driver of operational efficiency, and a mentor and technical reference for L2 support teams. Unlike traditional support roles, this position actively contributes to automation, tooling, AI-assisted troubleshooting, and process optimization, helping XR scale support quality while reducing manual effort. The role requires strong technical depth, excellent communication skills, and the ability to operate independently in high-impact situations.ResponsibilitiesAdvanced Technical Support & EscalationAct 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 (e.g., XR Adstream/ XR ExtremeReach, AppCentral, Phoenix, Prodigy).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.Automation, Tooling & AI EnablementIdentify repetitive or high-effort support tasks and design automation solutions to improve efficiency and reliability.Build and maintain scripts, utilities, or lightweight tools using JavaScript, Bash, SQL, or similar technologies.Leverage AI-assisted tools (e.g., LLM-based copilots, automation frameworks, Cursor or similar AI coding tools) to:Accelerate troubleshooting and diagnosticsImprove script and automation developmentAssist in knowledge creation and documentationContribute to or enhance monitoring and alerting automation using platforms such as CloudWatch, Datadog, Grafana, Zabbix, or similar.Continuously evaluate emerging support technologies and recommend improvements.Platform & Systems ExpertiseProvide expert-level support for:RESTful APIs (JSON/XML), authentication flows, and system integrationsCloud platforms (AWS and/or Azure)Linux/UNIX and Windows server environmentsDatabases (SQL / NoSQL) including query analysis and performance validationUse tools such as Postman, Git/GitLab, Jenkins, and CI/CD pipelines to diagnose and validate system behavior.Support file processing, transcoding, and media workflows where applicable.Knowledge Sharing & MentorshipServe as a technical mentor for Technical Support Specialists, helping them resolve complex issues and grow technical depth.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.Incident & Problem ManagementParticipate in major incident management, providing...