Technical Support Engineer - VTS

We are looking for a Technical Support Engineer to join our high-performing support team and provide technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top-notch customer experience.

Your role:

• Responding to inbound Billing and Technical service requests over the phone and email per day directly with customers

• Accurately and efficiently log all issues and status updates in our internal tracking system

• Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success

• Evaluate and provide resolution for complex customer Billing inquiries

• Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end user issues

• Supporting multiple cloud solutions (I.e. Symantec, Acronis, Dropbox, Microsoft O365)

• Contributing to the development of service desk processes and procedures

• Interacts closely with various departments and vendors to provide timely resolution on issues

• Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert and providing diagnoses and issue resolution on our Platform.   

• Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development, and 3rd party Vendor teams   

• Monitoring systems and handling events, proactively recognizing, and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management)   

• Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)   

• Drive operational efficiency and improvements   

* Note: This is not a complete list of tasks.

 
What you bring to the role:

• Must be available to work weekends and after hours as needed

• High school diploma (or equivalent) required. Secondary degree preferred

• 2+ years of experience working in capacity of Technical Support or similar   

• Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills

• Strong knowledge of Microsoft O365

• Ability to prioritize user requests effectively and manage user expectations

• Ability to balance attention to detail with expeditious execution in a fast-paced environment working

• Passion for driving exceptional customer experience

• Previous experience troubleshooting and debugging SaaS cloud solutions is an asset

• Ability to work through ambiguity and thrive in a rapidly changing business environment

• Understanding of related terminology and concepts

• Strong analytical and problem-solving skills

• Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL  

• Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP  

• Basic understanding or experience working on Linux environments    

• General understanding of technologies on Apis webservice: JSON, REST, OAuth,..   

• Flexibility working some weekends    and later hours to help fulfill a 24x7 business 

• Passion for providing exemplary customer service, strong customer focus   

• Eager to learn new technologies   

• Good verbal and written professional communication, fluent in French & English.   

• Self-motivated and proactive in performing duties   

• Attention to detail   

• Teamplayer    
      

Nice to have:

• ITIL certification   

• Microsoft Azure certification   

• Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP   

• Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL   

• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes   

• Experience with JIRA and Conluence

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