Tech Support Engineer - San Francisco (On-Site role)

As a Tech Support Engineer at Canva in San Francisco, your core responsibilities include providing on-site and remote tech support to Canvanauts, troubleshooting various hardware devices, managing asset records, and supporting the onboarding and offboarding processes for employees across the Americas. Additionally, you'll contribute to the overall improvement of our global support model and provide AV support for company events.

Candidates for the Tech Support Engineer position at Canva are expected to have 3-5+ years of experience in supporting MDM-managed Apple and Mac hardware in an enterprise setting. Experience in customer service, application support such as Canva, Google Workspace, and collaborating within a globally distributed team is essential.

At Canva, we support our Tech Support Engineers through continuous learning opportunities and access to a range of resources that equip them to excel in their roles. This includes on-the-job training, mentorship from experienced team members, and access to tools and technologies that enhance productivity and service delivery.

A Tech Support Engineer at Canva will primarily utilize tools associated with MDM management for Apple hardware, networking infrastructure, and various applications like Google Workspace, Slack, Zoom, and Jira. Familiarity with documentation tools will also be beneficial for contributing to user and technical documentation.

Canva is dedicated to the professional growth of its Tech Support Engineers, providing various career development opportunities such as training sessions, workshops, mentorship programs, and the chance to participate in cross-departmental projects. We believe in fostering talent and helping employees grow within the company.

When troubleshooting a technical issue, I start by gathering as much information as possible from the employee to understand the context. Then, I replicate the issue, check for possibilities based on symptoms, and consult documentation or known error databases. I communicate effectively with the employee throughout the process to ensure they are informed of progress.

I have extensive experience managing MDM solutions for Apple devices, ensuring proper deployment, configuration, and ongoing management of devices for users across the organization. I am familiar with troubleshooting common issues and providing effective solutions to ensure devices are secure and functional.

In a situation with multiple support requests, I prioritize based on urgency and impact on the business. I communicate with each person regarding expected timelines for responses and work efficiently to resolve the most critical issues first, while ensuring that all users feel supported during the process.

Effective communication with non-technical staff involves using clear and simple language, avoiding jargon, and actively listening to their concerns. I ensure to explain solutions in an understandable manner and confirm their comprehension, often providing written documentation for future reference.

I once dealt with a network outage affecting multiple teams. After confirming the issue, I quickly communicated with affected teams, initiated troubleshooting steps, and coordinated with the IT department. We identified a misconfiguration in the router settings, resolved it, and restored connectivity.

I have supported various video conferencing platforms and equipment, setting up and troubleshooting hardware related to virtual meetings. I ensure that all necessary connections and configurations are in place before events, and I’m available to assist employees with any issues that arise during calls.

I stay updated with the latest technologies by reading industry blogs, participating in online forums, attending webinars, and networking with other IT professionals. Continuous learning is essential, and I often seek certifications to enhance my skills relevant to my role.

In my previous role, I implemented a ticket tracking system that allowed for better prioritization of requests, which reduced response times by 30%. I also trained the team on utilizing the system effectively, resulting in increased customer satisfaction and team efficiency.

To manage stress, I prioritize tasks based on urgency and impact, setting aside time for short breaks to clear my mind. I also practice mindfulness techniques, which help me stay focused and maintain productivity even during busy times.

The most rewarding aspect of being a Tech Support Engineer is the satisfaction of helping others resolve their technical challenges. I enjoy seeing their relief and appreciation when I help them regain productivity, knowing that I’ve made their work life smoother.