Support Engineer Canada
Support Engineer Canada
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Job Description
This is a remote position.
Support Engineer (Canada)
First Due an industryleading public safety technology company is seeking a skilled empathetic and solutionsoriented Support Engineer to provide First Due customers with bestinclass support. Customers using First Due are transforming how they function before during and after an incident ultimately leading to better decisions and a safer community. This role will support Canadian customers so Canadian residency is preferred but not a requirement.
The Role
As a First Due Support Engineer you will:
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Answer and respond to incoming customer phone calls emails or portal tickets
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Provide professional and helpful technical support to customers via phone chat and tickets
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Meet corporate SLAs
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Prioritize and manage multiple open tasks at one time
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Identify scope and priority of items under review
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Utilize available resources to resolve customer issues
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Logically troubleshoot resolve and document technical issues related to our software products
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Collaborate with crossfunctional teams to deliver timely resolution of customer issues
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Actively contribute to case reduction initiative ensuring rootcause analysis is carried out where necessary
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Stay updated on product features and updates to provide accurate and timely support to
clients
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Continuously improve and optimize our technical support documentations processes and
procedures
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Facilitates internal and client facing meetings
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Document technical knowledge in the form of ticket notes internal reference documents and Knowledge Base articles
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities required of this role.
Skills Experience and Qualifications
The ideal Support Engineer candidate will have:
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35 years of product support and customer service experience
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Experience in both voice and nonvoice support
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Experience in SaaS software product support
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Excellent interpersonal communication and collaboration skills
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Experience working on CRM tools & suites like Zoho and Salesforce
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Experience with MS SQL is preferred
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Experience with public safety software is helpful but not required
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Strong technical and problemsolving skills
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Ability to articulate simple or complex problems
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Ability to work independently or as part of a team
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Strong analytical and organizational skills
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Demonstrated telephone etiquette
We welcome a diverse workforce! If you don t fit all the qualifications for the job listed above but feel you bring unique experience and perspective that would serve this role and First Due well we encourage you to apply.
All applicants must be authorized to work for any US employer in the United States. Locality Media Inc. is unable to sponsor or transition sponsorship ownership of employment visas at this time. Hiring is contingent upon candidates successfully passing a criminal background check. As part of the I9 verification of authorization to work in the US Locality Media Inc. participates in EVerify.
Physical Demands and Work Environment
This role is fully remote with minimal travel expectations at this time. Reasonable accommodation may be made to enable qualified employees and applicants to perform the essential functions as outlined above. If you require an accommodation during the interview process please reach out to .
Working at First Due
First Due offers a comprehensive compensation and benefits package for eligible employees including competitive pay medical dental and vision coverage FSA/HSA 401(k) flexible PTO a fully remote workplace a technology stipend opportunities for advancement and other benefits and perks that sets our team apart. Visit www.firstdue to learn more.
If you are a resident of California Colorado New Jersey New York or Washington please reach out to for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower based on nondiscriminatory criteria including but not limited to relevant professional experience geographic location knowledge skills and abilities. This range will be reviewed on a regular basis.
About First Due
First Due is reimagining Fire and EMS by providing a modern cloudbased platform that allows agencies to run their entire operation in one place. From Fire Prevention PreIncident Planning Incident Reporting Scheduling Asset Management Reporting Response and more First Due is leading the public safety software industry in transforming public safety through nextgeneration technology and innovation.
Locality Media Inc. dba First Due is an equal opportunity employer. We do not discriminate in any aspect of employment on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status or any other protected status or class. We are committed to promoting an environment of respect acceptance diversity and inclusivity and equal opportunity. Discrimination and harassment of any type in any form will not be tolerated.
When you apply for a role at Locality Media Inc. dba First Due we will collect some personal data including information from your application resume or LinkedIn profile. This information is used during the interview and candidate evaluation process for opportunities at First Due and is only shared internally. Please review our candidate privacy notice here.
Qualifications Minimum of 5 years of experience in business systems management or a similar role within a SaaS or technology-driven company Strong knowledge of business systems and tools, including CRMs, project management software, marketing automation, and data integration solutions. Tech-savvy; understands the best-of-breed tools and systems and how to optimize them Adept at solutioning and developing out-of-the-box solutions to solve for systems business needs Exceptional project management experience (PMP ideal) Comfortable managing a high volume of work with simultaneous deadlines and priorities; high attention to detail to manage multiple systems and projects simultaneously Outstanding oral and written communications skills; able to concisely present ideas and concepts Demonstrated ability to build and maintain relationships with internal and external stakeholders Strong analytical skills with the ability to identify root causes and resolve technical and process-related issues. Experience working remotely Bachelor s degree in Business Administration, Information Technology, Computer Science, or related field Public health and safety experience preferred but not required for the right candidate. We welcome a diverse workforce! If you don t fit all the qualifications for the job listed above but feel you bring unique experience and perspective that would serve this role and First Due well, we encourage you to apply. All applicants must be authorized to work for any US employer in the United States. Locality Media Inc. is unable to sponsor or transition sponsorship ownership of employment visas at this time. Hiring is contingent upon candidates successfully passing a criminal background check. As part of the I-9 verification of authorization to work in the US, Locality Media Inc. participates in E-Verify.
Employment Type
Full Time
