Senior Technical Support Agent (Level 3)
Senior Technical Support Agent (Level 3)
Posted on :
27-06-2025
Employer Active
1 Vacancy
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Job Description
Senior Technical Support Agent (Level 3)
Introduction
Were a cutting-edge startup revolutionizing MSPs with SaaS monitoring and M365 Security services. Were seeking an experienced Senior Technical Support Agent (Level 3) to join our dynamic team. This is a full-timepermanent position within one of Ottawas most successful startups. Were looking for a highly skilled and adaptable Senior Technical Support Agent to provide exceptional customer support collaborate with our engineering team and ensure seamless technical issue resolution. The ideal candidate will have several years experience in Microsoft Security best practices M365 Administration and excellent customer handling skills.
Company
Founded in 2020 Augmentts mission is to provide managed service providers (MSPs) a smart solution to address the complexities driven by the unprecedented adoption of SaaS. Augmentts platform and solutions are designed to make SaaS management easy and profitable while delivering the framework for Augmentt partners to become world-class MSPs. For more information visit .
You Are
Driven by the ability to learn new skills
Analytical and get a kick out of troubleshooting hard problems youre not here to follow scripts or manuals
Great at finding practical alternatives or suggestions that work to meet the partners need
Customer champion well presented with a passion for helping MSPs
Eager to get on the phone/video/email/chat
- Self-motivated reliable and adaptable
The Job
- Provide advanced technical support to customers via phone email and video
Work directly with customers to resolve the most complex technical issues collaborating with Engineering teams when necessary
Analyze logs system data and troubleshooting outputs to find root causes
Contribute to knowledge base development and process improvements
Help Level 1 and Level 2 technicians in issue resolution
Share new discoveries and best practices with the Support team
Interface with our integrated partners & tools (log Microsoft support cases create deployment scripts for various RMMs etc.)
Educate MSPs on best practice & recommendations they will turn to you for advice
Requirements:
Experience with Managed Service Providers (MSPs) and multi-tenancy platforms
Experience in Microsoft Security M365 Administration
Strong understanding of cloud-based technologies (e.g. APIs) and security principles (e.g. least privilege)
Familiarity with coding basics such as Bash or PowerShell scripting. Very comfortable using the Developer Tools in your browser.
Nice to Have:
- Experience with AWS Elastic Search / Kibana MYSQL and Salesforce Service Cloud
- Familiarity with security compliance frameworks such as SOC2 GDPR NIST CSF 2.0 and M365 CIS
- Experience with Microsoft Partner Center and GDAP relationships
What We Offer:
- Competitive salary
- Work alongside an awesome team of helpful down-to-earth technologists
- Excellent opportunities for professional growth and development
- Comprehensive Benefits Package (Health Dental Medical)
- Opportunity to work with a cutting-edge startup
- Fully remote work environment
Required Experience:
Senior IC
Employment Type
Full-Time
Key Skills
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