Technical Support Engineer II

Build Your Career at Canto Where Innovation Meets Impact

At Canto were not just transforming digital asset managementwere creating a workplace where talented individuals can thrive. As a leader in DAM we empower businesses to organize manage and distribute their digital assets seamlessly. With4000 customers worldwide our success is driven by passionate people who bring creativity collaboration and innovation to everything they do.

Joining Canto means becoming part of a dynamic team where your contributions truly matter.

We foster a culture of continuous learning open communication and hands-on impact. Here youll have the opportunity to take on exciting challenges develop your skills and grow alongside a company thats making waves in the industry. We believe in supporting our team members valuing fresh ideas and celebrating every success together.

If youre looking for a career where you can make a difference expand your expertise and be part of a global community Canto is the place for you. Were growing fast and looking for driven individuals who are ready to shape the future with us. Come build something great at Canto!

Job Title: Technical Support Engineer II

Location: Cork Ireland ( Hybrid or Remote)

Role Overview

As a Technical Support Engineer at Canto you act as the bridge between Support Engineering Operations and Product. You handle complex 2nd-level support inquiries about our product its add-ons and our API.

In addition to supporting customers partners and vendors you are also the escalation point for our Tier-1 frontline support team.

Your expertise ensures that technical challenges are resolved efficiently integrations are implemented according to best practices and the overall stability of the Canto platform is maintained.

Responsibilities

• Serve as the primary technical point of contact for developers partners and third-party vendors integrating with Cantos platform.

• Act as an internal escalation point for the Tier-1 frontline support teamassistingwith advanced troubleshooting and providing guidance on complex cases.

• Provide expert-level support for API usage webhooks authentication SDKs integrations and advanced platform functionality.

• Collaborate with Engineering and Operations to escalate reproduce and resolve technical issues ensuring clear and well-documented case handoffs.

• Maintain a deep understanding of Cantos API developer tools and platform architecture to guide customers and ensure best practices.

• Support technology and implementation partners through integration projects ensuring alignment with Cantos API best practices and platform capabilities.

• Monitor and manage tickets and inquiries via Zendesk Slack or email ensuringtimelyand professional communication with customers and partners.

• Collaborate closely with Product Management by providing customer feedback triaging bugs and testing technical fixes prior to release.

• Create andmaintaintechnical documentation FAQs code samples and developer-facing knowledge base articles.

• Deliver technical training and mentoring to the Tier-1 support team to strengthen their product knowledge and troubleshooting skills.

• Assistpre-sales engineering or post-sales implementation teams when advanced API or integration expertise isrequired.

• Track recurring technical issues and proactively suggest improvements to product functionality support processes or documentation.

• Bachelors degree in Computer Science Information Systems or a related technical field or equivalent professional experience.

• 3 years of experience in technical support engineering customer success engineering within a SaaS or software company.

• Strong knowledge of web technologies (e.g.REST APIs JSON OAuth authentication methods).

• Experience with troubleshooting integrations APIs and system connectivity issues.

• Familiarity with scripting or programming languages (e.g.JavaJavaScript Python or similar) for debugging and creating code samples.

• Solid understanding of cloud-based platforms and SaaS architectures.

• Experience working with support tools such as Zendesk Jira Confluence or similar.

• Strong analytical and problem-solving skills with the ability to perform root cause analysis.

• Excellent communication skills (written and verbal) in English; ability to explain complex technical concepts clearly to both technical and non-technical audiences.

• Proven ability to collaborate across teams (Support Engineering Operations Product) and manage technical escalations effectively.

Preferred / Nice to Have

• Experience working with digital asset management (DAM) solutions or content management systems.

• Knowledge of DevOps concepts cloud infrastructure (AWS Azure or GCP) and monitoring tools.

• Experience writing technical documentation FAQs or developer guides.

• Familiarity with agile development processes and bug-tracking workflows.

• Additionallanguage skills (e.g. German) are a plus.

Why Canto is the Place to Be!

Ignite Your Potential Join a fast-growing company where innovation and agility fuel success.

Make an Impact Your ideas and efforts directly shape our futureevery contribution matters.

Learn Grow Thrive Gain real-world experience and develop new skills as we scale.

Stronger Together Be part of a close-knit supportive team that values collaboration and camaraderie.

Your Voice Matters We foster open communication and transparency so every idea is heard.

Turn Challenges into Triumphs Solve meaningful problems with creativity and confidence.

Balance that Works for You We believe success comes from a healthy work-life harmony.

Endless Growth Potential As we rise so do you. Step into new opportunities and grow with us.

A Global Perspective Work alongside diverse talented colleagues and broaden your horizons.

Come be part of something excitingyour future starts here!

Canto is an Equal Opportunity Employer. Were committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race color religion gender identity sex sexual preference sexual identity pregnancy national origin ancestry citizenship age marital status physical disability mental disability medical condition military status or any other characteristic protected by local law or ordinance.