Technical Support Engineer

Location: Richmond Hill

Salary 60-80K

X 4 positions

As a Product Support Analyst, you will be part of the Product Support/Operations team. You will be a Client Services Ambassador accountable for meeting and exceeding client satisfaction metrics measured against predetermined SLA’s (Service Level Agreements). You are organized, self-motivated, a team player, and able to actively participate in the exchange of ideas with peers and management. You will have the opportunity to work independently as well as with a great team of Support Analysts. Your main objective is to provide product and technical support (both through phone and email) 


Job Description – Technical Support Engineer


  • Perform root cause analysis for all customer facing technical issues in production


  • Address escalated customer technical issues through email or by liaising directly with the customer’s system admin or IT management


  • Partner with Development by providing feedback to address product defects and prioritize enhancements as necessary


  • Assist with identifying repeat issues to help flag automation and tooling opportunities


  • Proactively monitor customer issues and temperature to help mitigate any near or long term risk


  • Identify opportunities for self serve improvements and provide feedback for review and prioritization


  • Document technical and process written instructions for the knowledge base helping to improve MTTR


  • Participate in customer interlock meetings by providing input to internal stakeholders on hot product issues with the goal of improving the overall customer experience.


  • Collaborate closely with Operations to address any infrastructure related escalations by providing transparency to overall issue ownership and closing the feedback loop


Technical Environment: Linux/Unix, Windows, Apache/Tomcat, SQL. (Java would be a nice to have)

  • Must have prior experience providing technical support over the phone to business owners or operators 
  • Previous technical support experience in a network environment or monitoring center
  • Thrives in a fast paced environment, is able to multi-task and work with minimal supervision
  • Ability to effectively interact with all levels of personnel from various functional areas
  • Excellent analytical skills, deep root cause analysis and ability to dig for the right solution
  • Strong verbal, written, and presentation skills
  • Work effectively in a team environment and be able to interact with all levels of personnel from various functional areas
  • Drive and desire to learn and grow

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