Senior Platform Support Engineer
Senior Platform Support Engineer
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Job Description
About Archive360
Archive360 delivers a modern archiving platform that empowers organizations to address complex data governance and compliance challenges while leveraging AI and analytics. By transforming data into a trusted accurate and protected strategic asset we help organizations achieve their business objectives and drive innovation.
Position Summary
The Senior Platform Support Engineer will deliver expert technical support for enterprise clients including troubleshooting scripting and systems monitoring. This role requires proficiency in Python Azure and Active Directory as well as experience with dashboards like Splunk and ELK. Candidates must have strong customer service and problem-solving skills and be based in Montral Quebec with the ability to travel onsite 2 days per week.
Role Requirements
Script and Utility Development: Create customized scripts and utilities based on client requirements (Python) contributing to the optimization of our products utilization.
Product and Environment Support: Handle and resolve customer technical cases efficiently via various communication channels including portal phone and email submissions.
Problem Resolution: Provide expert guidance to customers and internal service personnel in resolving intricate issues and challenges.
Escalation Management: Appropriately escalate issues to the Engineering DevOps Account Management or Leadership teams while retaining accountability to ensure timely issue resolution.
Systems Testing/Monitoring: Conduct monitoring and testing of product application and/or environment components to maintain system operability including upgrades and revisions.
Confidentiality: Always uphold client confidentiality and data security protocols.
Documentation: Prepare comprehensive reference materials including operational instructions to aid users effectively.
Mentorship: Mentor and guide fellow team members to enhance their technical skills and problem-solving abilities.
Knowledge Management: Contribute to the creation review and update of knowledge articles technical tips and brief documents to enhance our knowledge.
Maintain proficiency in scripting languages such as Python (2.7.15 3.11) to automate tasks and optimize processes.
Dashboard Management: continuous development and understanding in maintaining dashboards for monitoring and analytics Splunk and ELK in particular.
Customer Service: maintain exceptional customer service skills including effective communication and problem-solving.
Operating Systems: maintain knowledge of Windows and/or Linux systems.
Azure and Active Directory: Maintain proficiency in Azure services and Active Directory administration and related cloud infrastructure. Including but not limited to Virtual Machine Scale Sets WebApps VMs Storage SQL Server and CosmosDB.
Time and Task Management: Always ensure to maintain outstanding time and task management skills to prioritize and handle multiple issues effectively.
Resolution Focus: Maintain focus and follow through to resolve complex technical issues.
Work Location:
Employee must travel a minimum of 2 days per week onsite at a customers location.
Employee must travel as required by the Company.
Why Join Archive360
- Work with innovative SaaS solutions that are transforming enterprise data management.
- Join a company that values creativity collaboration and professional growth.
- Be part of a passionate team committed to delivering real-world impact for our customers.
Required Experience:
Senior IC
Employment Type
Full-Time
