Technical Support Associate at GeoComply

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, Geolocation, FintechIndustries

Requirements

Technical background: Education or experience in Computer Science, IT, Data, Engineering, or related technical field (degree, bootcamp, certifications, or equivalent self-taught experience)
At least two years of experience providing technical support by email, live chat, social media, and/or phone (experience with customer service alone is not sufficient)
Technical fundamentals: Understanding of concepts like APIs, databases, networking basics, and technical troubleshooting methodology
Fluent English (written and verbal): Ability to communicate technical information clearly and correctly
Constant Learner: Curious and tech-savvy, embracing technology and prioritizing opportunities to learn and grow technical skills; enjoys understanding how systems work
Solutions-Focused: Determined problem-solver who sees a path forward, figures out how to get things done, and uses available resources to find solutions independently
Strong communication skills: Ability to explain technical concepts to both technical and non-technical audiences, ensuring clarity in written and verbal communication

Responsibilities

Assist GeoComply and end-user customers with technical requests, investigations, and questions through ticketing systems: Salesforce, Jira, and Slack
Troubleshoot technical issues, including solution integrations, geolocation accuracy, network configurations, and system performance
Support investigations by reviewing data tables and logs (e.g., in Grafana, Kibana) and creating reports using pre-configured scripts and in-house solutions
Complete configuration changes or escalate internally with a clear technical context
Monitor performance alerts and communicate any valid issues immediately to affected clients and Incident teams
Communicate and coordinate with Customer Success Managers to manage clients and escalations
Collaborate with Engineering and Product teams by providing detailed technical information and observations, or suggestions for improvement
Actively contribute to the knowledge base by creating and refining troubleshooting documentation and user guides for internal and external use, based on observations from the queue

Skills

Key technologies and capabilities for this role

SalesforceJiraSlackAPIsDatabasesData AnalysisTroubleshootingGeolocationNetwork ConfigurationsGrafanaTicketing Systems

Questions & Answers

Common questions about this position

What are the regular working hours for this role?

Regular hours are Sunday - Thursday 11:00am - 7:00pm, but they can range between 8-8 depending on the team's needs.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What technical skills or background are required for this role?

A technical background in Computer Science, IT, Data, Engineering, or related field is required, along with at least two years of experience providing technical support by email or live chat. Experience with tools like Salesforce, Jira, Slack, Grafana, and Kibana, plus working with APIs, databases, and data analysis, is essential.

What is the company culture like at GeoComply?

GeoComply emphasizes problem-solving, innovation in geolocation and cybersecurity, and a commitment to revolutionizing online interactions, with teams united by these values across five countries and three continents.

What makes a strong candidate for the Technical Support Associate role?

Candidates with a solid technical foundation in Computer Science, IT, or related fields, at least two years of technical support experience, analytical thinking, attention to detail, and the ability to learn complex systems stand out.

GeoComply

Geolocation compliance and anti-fraud solutions

About GeoComply

GeoComply specializes in geolocation compliance and anti-fraud solutions, focusing on ensuring safe online interactions. The company performs geolocation checks to validate user access, which is essential for industries like online gambling, media streaming, and financial services. Their main product, GeoGuard, helps clients block unauthorized access, particularly from users trying to bypass geographic restrictions using VPNs. This technology is integrated into clients' platforms through software development kits (SDKs), and GeoComply earns revenue from subscription fees and licensing agreements. What sets GeoComply apart from competitors is its strong emphasis on customer relationships and its global presence, with offices across three continents. The company's goal is to enhance online safety and compliance, instilling confidence in every digital interaction.

Vancouver, CanadaHeadquarters

2011Year Founded

GROWTH_EQUITY_VCCompany Stage

Enterprise Software, Cybersecurity, Financial ServicesIndustries

501-1,000Employees

Benefits

Health Insurance

Professional Development Budget

Hybrid Work Options

Flexible Work Hours

Risks

Increased competition from Xpoint after losing a patent infringement case.

Partnership with Intertrust may expose GeoComply to digital rights management risks.

Expansion into iGaming may lead to regulatory risks in strict jurisdictions.

Differentiation

GeoComply specializes in geolocation compliance, crucial for online gambling and streaming services.

Their GeoGuard solution effectively blocks unauthorized access via VPNs, ensuring content rights compliance.

GeoComply offers SDKs for seamless integration, enhancing client platforms' security and compliance.

Upsides

Growing demand for geolocation services in iGaming due to U.S. regulatory changes.

Partnerships with IDVerse expand market coverage in the iGaming sector.

Integration with multi-DRM services enhances content protection for media companies.

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