{"id":3635207,"url":"https://alion.io/job/sidetrade-technical-support-engineer","title":"Technical Support Engineer","company":{"id":4805,"name":"Sidetrade","domain":"sidetrade.com","url":"https://alion.io/company/sidetrade","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":90,"open_postings":17,"ghost_share":0,"stale_share":0.412,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Calgary, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Linux","optional":false},{"name":"SQL","optional":false},{"name":"Jira","optional":true}],"status":"live","first_seen_at":"2026-11-02T20:57:07Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-06T20:27:11Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Do you thrive on solving complex technical problems and turning customer challenges into success stories? At Sidetrade, we're looking for a driven Technical Support Engineer to join our global Support team. You'll work with enterprise customers across North America and Europe, troubleshoot technical and functional issues, and partner with cross-functional teams to ensure customers achieve maximum value from our innovative AI platform.\nAbout Sidetrade\nSidetrade (Euronext Growth: ALBFR.PA) is an AI-native company dedicated to Order-to-Cash (O2C). Its platform combines O2C applications, autonomous AI agents, and Aimie IQ, an intelligent natural-language interface that helps multinationals accelerate their cash generation, all built on SAFE, the Sidetrade Agentic Framework for Enterprise. Sidetrade operates the world's largest proprietary O2C Data Lake, built on $9 trillion in B2B transactions and millions of buying companies. We use this data to train specialized AI models that monitor, analyze, decide, and act autonomously throughout the O2C cycle. Sidetrade supports companies in 85 countries with 450 employees across Europe, North America, and Asia-Pacific.\nWe’re proud of our 38 nationalities, and these diverse perspectives drive our innovation, one-team culture, and customer-first mindset. Sidetrade has been positioned as a Gartner® Magic Quadrant™ Leader since 2022. We value passion over perfection. So, if you’re eager to learn and bring great energy, we want to hear from you. Be you. Grow with us.\nCurious about Sidetrade? Catch Aimie in motion: Aimie Video\nThe role:\nAs part of Sidetrade’s Support team, you will work closely with our customers to understand the challenges they face every day and help them succeed with our platform. You will troubleshoot technical and functional issues, guide customers through solutions, and clearly explain product features to resolve problems.\nYou will collaborate with Customer Experience, Product, and R&D teams to investigate issues and ensure customers receive timely and effective support.\nThis role participates in a rotating shift schedule to help provide extended coverage across time zones.\nThis position is based in our Calgary office with an expectation of between three to four days in office per week.\nWhat you will be doing:\nProvide technical and functional support to our customers \nProvide innovative solutions for the customer’s functional and technical challenges \nResolve complex issues applying analytical problem-solving skills \nManage the escalation process working with Customer Experience, Product and R&D \nBecome a Product Expert and share best practices with your colleagues \nTranslating complex technical workflows into clear, structured documentation (process maps, SOPs, runbooks, and user guides) \nCollaborating with technical and business stakeholders to validate understanding and keep documentation accurate and up to date \nBased in North America, you will ensure the 24x5 and eventual 24x7 coverage with your Europe-based colleagues \nRequirements\nYou should apply if:\n2-3 years of experience is required in enterprise-level B2B technical support, application support, or a similar customer-facing technical role \nStrong analytical and troubleshooting skills with a structured approach to problem solving \nThe ability to work in a shift rotation Monday-Friday and occasional weekends: \nDay shift: 8-hour shift beginning at 8am \nEvening shift: 8-hour shift beginning at 4pm \nStrong written and verbal communication skills, with the ability to explain technical issues clearly to customers \nTechnical knowledge of SQL, Linux, or web application support \nA proactive mindset and the ability to take ownership of issues through resolution \nFluency in English \nNice to have:\nExperience with Order-to-Cash (O2C) processes, including areas such as invoicing, collections, accounts receivable, or credit management. \nExperience and familiarity with support and ticketing tools (Salesforce Service Cloud, Jira, etc.). \nFluency in French \nBenefits\nPremium office facilities- including a free health club membership, basketball court, golf simulator, food trucks, tenant lounge & bar, bike storage, and more!\nHybrid work model - a flexible mix of in-office and remote days.\nGreat culture - active Social Club organizing regular team events and activities.\nHealth & wellness - medical coverage, life insurance, and other wellness programs.\nTime off - competitive paid holidays plus public holidays.\nCareer growth & compensation - competitive salary, equal opportunities, learning & mentorship programs, and advancement support.\nBecause when you thrive, we all succeed!\nWe’re committed to providing a welcoming and inclusive experience for every candidate.\nIf you need any accommodation during the hiring process, just let us know.\nAgencies\nWe only accept applications from invited agencies via our Workable portal. 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