Globys, a division of Harris; is seeking a Technical Support Engineer who has genuine technical depth and investigates, diagnoses, and resolves complex customer issues at Tier 1 and Tier 2 - not someone who triages and routes.
This role is the primary technical point of contact for our international carrier customers (AT&T, Telstra, TELUS, OneNZ, and others) and demands someone who is as comfortable writing a SQL query to reproduce a data anomaly as they are walking a client through a configuration fix.
You will own tickets end-to-end. Escalation to Tier 3 engineering is reserved for confirmed code defects or infrastructure issues - not a first resort. Success is measured by your self-resolution rate, response quality, and documentation thoroughness.
This remote role is open to US candidates in the Central Time Zone.
Salary: 65K - 75K
THE MINDSET WE'RE HIRING FOR
This is the most important section in this job description. Read it carefully before applying.
Technical skill is teachable. Curiosity is not. We are looking for someone who is hungry, resourceful, and self-directed — the kind of engineer who, when they hit a wall, doesn't stop and wait for someone to hand them the answer. They go find it.
If the internal knowledge base doesn't have it, you search documentation. If documentation doesn't cover it, you experiment in a test environment. If you're stuck, you use every tool available — including AI — to reason through the problem. You ask better questions. You dig deeper. You keep going until you understand.
We are not hiring someone who expects answers to be pre-packaged and waiting. We are hiring someone who treats every novel problem as an opportunity to build knowledge — and then documents that knowledge so the next person has it easier.
Ask yourself: when you last hit a problem with no clear answer, what did you do? If your honest answer is "I waited for someone to tell me" or "I checked the KB and gave up" — this role isn't for you. If your answer is "I pulled every thread I could find until I figured it out" — keep reading.
AI & MODERN TOOLING — A CORE EXPECTATION
Globys is an AI-enabled organization. We use AI tools actively — including Claude, ChatGPT, and others — across engineering, support, and operations. This isn't aspirational. It's operational. We expect our Technical Support Engineers to be fluent and intentional AI users, not passive ones.
What that means in practice:
- Use AI as a reasoning partner — not an answer machine. Bring your analysis, your context, and your hypothesis. Let AI help you pressure-test it, explore edge cases, and find the angle you hadn't considered.
- When documentation is incomplete or silent on an issue, use AI-assisted search and synthesis to surface related patterns across technical domains — then validate your findings.
- Draft RCA documents, internal summaries, and customer-facing updates faster without sacrificing precision. AI helps you write clearly; you ensure accuracy.
- Use AI to generate, review, or debug SQL queries, scripts, and API calls — but own and verify every line before it runs in a customer environment.
- Build your own knowledge — don't outsource your thinking. AI is a tool in your hands, not a substitute for understanding. If you can't explain the answer in your own words, you don't have it yet.
The standard we hold: An answer found through AI-assisted research that you can fully explain, validate, and stand behind is excellent work. An answer copy-pasted from an AI that you haven't verified is a liability. Know the difference.
What your impact will be:
- Serve as primary technical contact for Globys' international carrier customers - triaging, reproducing, and resolving issues at Tier 1/2 without requiring engineering escalation unless a confirmed software defect or infrastructure failure is identified
- Diagnose and resolve issues across web application layers: front-end behavior, API responses, data ingestion anomalies, configuration errors, and portal access problems
- Write and execute SQL queries against relational databases to investigate data discrepancies, validate expected behavior, and support Root Cause Analysis
- Reproduce customer-reported issues in non-production environments; develop and communicate workarounds while permanent fixes are in progress
- When no existing documentation covers an issue, dig - search technical forums, vendor documentation, related codebases, and use AI-assisted research to surface parallel patterns - then build the documentation that was missing
- Deliver clear, technically substantive Root Cause Analysis documentation for every major incident, suitable for carrier-level customers
- Create and maintain knowledge base articles, runbooks, and troubleshooting decision trees - treating documentation as a first-class deliverable, not an afterthought
- Respond to customer inquiries within SLA thresholds; provide daily written status updates on all active incidents
- Produce daily shift handoff reports and participate in cross-functional syncs with Engineering, QA, and Operations
- Identify systemic product issues through trend analysis and proactively surface them to Engineering with supporting data
- Cover on-call responsibilities for critical incidents outside standard shift hours as defined in the rotation
- Continuously improve your own technical depth - use slow periods to explore product internals, study related technologies, and close your own knowledge gaps
WHAT THIS ROLE IS NOT
- This is not a help desk or Tier 1 call center role - you are the technical decision-maker, not a first-touch router
- This is not a role for someone who reads the knowledge base, finds no entry, and opens a ticket for someone else to handle - if it's not there, you find it another way
- This is not a role for passive AI use - copy-pasting AI outputs without understanding or verification is a performance issue, not a shortcut
- This role requires genuine curiosity and comfort with ambiguity - customer issues won't arrive with reproduction steps attached
- If your experience is primarily scripted troubleshooting or ticket forwarding, this is not the right fit
What we are looking for:
- 2-4+ years in a technical support, application support, or SaaS support role where you were resolving issues - not just routing them
- Intermediate SQL proficiency: JOINs, subqueries, aggregations, and the ability to use SQL to investigate real-world data problems independently
- Working knowledge of web application architecture: how requests flow from browser to API to database and back; familiarity with HTTP, REST APIs, JSON
- Hands-on experience troubleshooting web-based applications - inspecting network requests, reading server logs, interpreting error codes
- Demonstrated self-sufficiency: a track record of solving problems that weren't already documented, without waiting to be handed the answer
- Active, practical use of AI tools (ChatGPT, Claude, Copilot, or equivalent) in a professional or technical context - you know how to prompt well, validate outputs, and use AI to accelerate your thinking without replacing it
- Excellent written communication: clear incident summaries for carrier executives and precise technical handoffs for engineers, in the same day
- Ability to manage multiple active incidents simultaneously without losing quality or urgency on any of them
- Bachelor's degree in Computer Science, Information Systems, or a technical discipline - or equivalent demonstrated technical experience
What would make you stand out:
- Experience supporting B2B SaaS platforms, telecom billing systems, or enterprise portal solutions
- Scripting ability in at least one language (Python, PowerShell, or Bash) - bonus if you've used AI tools to help write, debug, or optimize scripts
- Exposure to ITSM tools (Jira, Zoho, ServiceNow) for ticket management and reporting
- Familiarity with API testing tools (Postman, curl) to isolate issues at the integration layer
- Experience with log analysis and monitoring tools (Splunk, PagerDuty, Elastic, or similar)
- ITIL Foundation, CompTIA Network+, or AWS Cloud Practitioner certification
- Telecom industry background - understanding of how carriers provision business customers and manage mobility/data plans
What we can offer:
- 3 weeks’ vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more!
About Globys:
At Globys we engineer and deliver world-class, industry leading B2B portal solutions for the world’s largest telecom carriers, including AT&T, Lumen, One.NZ, TELUS, and Telstra. Via their carrier, business customers rely on Globys’ solutions to enable and optimize the bill presentment, analysis and payment processes for their telecom devices and expenses. Our Integrated B2B Portal Solution employs a unique approach by bringing together a carrier’s existing data systems and is designed and tailored specifically to the needs of the business user. We know the complexities of carriers and their end-user business customers and are industry-leading experts at tackling them head-on to transform the digital experience for both.
About Harris:
Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.
#LI-remote
Skills Required
- 2-4+ years in technical support, application support, or SaaS support resolving issues (not just routing)
- Intermediate SQL proficiency (JOINs, subqueries, aggregations) used to investigate real-world data problems
- Working knowledge of web application architecture and protocols (HTTP, REST APIs, JSON)
- Hands-on troubleshooting of web applications: inspect network requests, read server logs, interpret error codes
- Demonstrated self-sufficiency and resourcefulness in solving undocumented problems
- Active, practical use of AI tools (ChatGPT, Claude, Copilot) in a professional technical context
- Excellent written communication for incident summaries, RCAs, and engineer handoffs
- Ability to manage multiple active incidents concurrently without loss of quality
- Bachelor's degree in Computer Science, Information Systems, or equivalent technical experience
- Must be a US-based candidate in the Central Time Zone (remote)
- Cover on-call responsibilities for critical incidents per rotation
- Experience with ticketing/ITSM tools (Jira, Zoho, ServiceNow)
- Scripting ability in Python, PowerShell, or Bash
- Experience with API testing tools (Postman, curl)
- Experience with log analysis/monitoring tools (Splunk, PagerDuty, Elastic)
- Experience supporting B2B SaaS platforms, telecom billing systems, or enterprise portals
- ITIL Foundation, CompTIA Network+, or AWS Cloud Practitioner certification
- Telecom industry background (carrier provisioning, mobility/data plans)
Harris healthcare Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Harris healthcare and has not been reviewed or approved by Harris healthcare.
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Leave & Time Off Breadth — PTO and paid holidays are characterized as generous, with ample time off emphasized. This breadth of time-off options is highlighted alongside favorable impressions of vacation and sick leave.
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Flexible Benefits — Remote-work flexibility and trust to work from home are emphasized, indicating adaptable arrangements for many roles. Flexibility is positioned as a tangible part of the overall package.
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Healthcare Strength — Core coverage includes medical, dental, and vision, along with life and disability insurance and HSA/FSA options. Health plans are often characterized as good, contributing to a solid foundational offering.
Harris healthcare Insights
What We Do
For over 25 years, Harris Healthcare has been rising to the challenge of bringing together the most innovative and sustainable solutions for today’s ever-changing healthcare environment, in order to improve patient care and safety. Each one of our solutions brings organizational efficiencies on its own. Powerful synergies are achieved when multiple solutions are implemented together. The Harris Healthcare portfolio includes the following solutions: ♦ HARRIS Flex - an enterprise-level EHR solution that improves patient safety and clinical workflows. It includes a full complement of applications integrated in one single database, provides solid clinical decision support to your clinicians and helps standardize care while enforcing protocols and best practices at any Healthcare Organization. HARRIS Flex conveys the digital solution’s flexibility and strength. Healthcare organizations are continuously faced with new challenges and situations and require flexible EHR’s that can be rapidly adapted to their evolving clinical practice. Contrary to other EHR solutions which are inflexible and where customizations require costly support from the vendor, HARRIS Flex gives you the freedom to "flex" your EHR as you need it entirely on your own. The enhanced HARRIS Flex solution comes with new functionality including: ♦Flex Telehealth which enables virtual visits directly from within the EHR/EPR, and ♦Flex Clinical Insight which facilitates extraction and analysis of your EHR/EPR data to improve your processes and outcomes. ♦ SynergyCheck – a proactive interface monitoring solution watching over Clinical, Financial and other interfaces 24/7 to ensure data is flowing between systems
