Job Description

AMP Inc.

Technical Support Specialist

Location: Markham, Ontario Job Type: Full-Time, On-Site

About Us

At AMP, we believe in building strong partnerships and delivering customer success through collaboration. As a modern FinTech and transaction technology company, our mission is to create smarter, more seamless ways to exchange value in a rapidly evolving payments landscape.

As a Technical Support Specialist, you will play a vital role in supporting our customers, partners, and internal teams. From troubleshooting hardware and software to guiding smooth installations and configurations, you'll be on the front line of customer experience. Your work will empower businesses to operate with confidence while ensuring every interaction with AMP leaves a lasting positive impact.

We are looking for a motivated problem-solver who thrives on technical challenges, communicates with clarity, and approaches every customer interaction with both empathy and urgency.

Role Overview

We are seeking a highly analytical, customer-focused Technical Support Specialist to join our team. In this role, you will provide direct technical support for our payment terminals, payment applications, integration middleware, and other apps or hardware. You will act as the first point of contact for customers, investigating issues across hardware, software, APIs, and networks to ensure smooth and secure payment operations.

This is a customer-facing, on-site position that requires strong problem-solving skills, quick learning ability, and excellent communication.

Key Responsibilities

oProvide enterprise-level support for AMP's products, including payment hardware, applications, middleware, and integrations.

oDiagnose and troubleshoot technical issues across multiple platforms.

oGuide customers through solutions via phone, email, or chat, ensuring clarity, professionalism, and confidence in every interaction.

oEscalate unresolved issues to internal teams (engineering, product, QA) with detailed documentation to enable fast resolution.

oTrack, prioritize, and manage multiple support requests to resolution within agreed service levels.

oDocument solutions, FAQs, and troubleshooting guides to strengthen knowledge sharing across teams and customers.

oSupport internal teams by reviewing requirements, technical specifications, and design documents, providing input from a customer and support perspective.

oConduct follow-ups with clients to confirm systems are fully functional after troubleshooting or installation.

oCollaborate with internal departments to maintain strong, long-term customer relationships.

oContribute to continuous improvement by suggesting better processes, tools, and testing methods.

oLeverage internal and external resources to provide accurate, efficient technical solutions.

oPrepare accurate and timely reports on support activities and customer issues.

oMaintain effective testing processes for supported systems.

oWork with team leads, product owners, and project managers to estimate, prioritize, plan, and coordinate support-related development or maintenance activities.

Required Skills & Qualifications

oEducation: College diploma or bachelor's degree in Computer Science, Computer Engineering, or equivalent practical experience.

oExperience: Minimum 2 years in technical support (software/hardware), with exposure to enterprise-level customer support.

oPlatform troubleshooting: Hands-on experience diagnosing and resolving issues on various platforms.

oIntegration & data skills: Working knowledge of RESTful APIs, ability to read API logs, and ability to write and run basic SQL queries against databases to troubleshoot issues.

oNetworking fundamentals: Familiarity with TCP/IP, DNS, DHCP, basic routing/NAT, and common network troubleshooting techniques.

oProgramming/SDK familiarity: Working knowledge of C, C++, Java, and Android SDKs sufficient to read logs, understand stack traces, and communicate effectively with engineering.

oTechnical literacy: Can confidently explain binary and hexadecimal concepts and interpret low-level diagnostic output.

oCommunication & customer service: Clear, patient, and professional verbal and written communication with technical and non-technical users; ability to provide step-by-step guidance.

oAnalytical & organizational: Highly analytical, fast learner, able to prioritize and manage several open issues concurrently and deliver within agreed timelines.

oDocumentation: Comfortable documenting incidents, root causes, resolutions, and contributing to knowledge base articles and runbooks.

oWork conditions: On-site, customer-facing role with willingness to participate in occasional after-hours support for critical incidents.

oSecurity awareness: Understands the importance of handling PCI-sensitive information and follows security and confidentiality best practices.

Nice-to-Have Skills

oSQL scripting and intermediate database troubleshooting experience.

oWindows Server administration experience.

oFamiliarity with payment industry concepts (POS terminals, payment applications) and PCI DSS basics.

oCertifications such as CompTIA A+ / Network+, ITIL Foundation, or equivalent.

oExperience with ticketing and collaboration tools (e.g., Zendesk, JIRA, ServiceNow).

oExperience with middleware/integration platforms, terminal provisioning, or payment processor integrations.

oFamiliarity with diagnostic/network tools (e.g., Wireshark, log aggregators).

What We Offer

oOpportunity to work on cutting-edge payment technologies in a growing industry.

oHands-on experience across hardware, applications, and integrations.

oProfessional development and training opportunities.

oA collaborative and customer-focused work environment.

About AMP

AMP is a global payments technology company headquartered in Toronto, Canada, with teams around the world. We are proud to provide an inclusive and diverse workplace that celebrates different perspectives, experiences, and backgrounds. We are an equal opportunity employer and encourage applications from all qualified individuals.

Job Type: Full-time

Pay: $70,000.00-$75,000.00 per year

Work Location: In person