Sr. Technical Support Engineer II
Sr. Technical Support Engineer II
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Salary Not Disclosed
1 Vacancy
Job Description
Its fun to work in a company where people truly BELIEVE in what theyre doing!
Job Description:
Your Responsibilities:
- Providing support in a 24x7x365 to customers in a follow the Sun model in collaboration with other offices located in Canada and Australia.
- Handling support requests from resellers by staying on top of new features and enhancements and being a subject matter expert and providing level two 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)
- Document publish and maintain knowledgebase articles to help optimize the workforce
- Drive operational efficiency and improvements
Requirements to you:
- 2 years of experience working in capacity of Technical Support or similar
- Experience working with Webservers and Databases Apache IIS MySQL MSSQL and PostgreSQL
- Experience working with Monitoring tools (desirable Zabbix Monitis)
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..
- Experience in Microsoft technology stack Commerce Server Share Point SQL and TFS.
- Experience in Web Technologies such Framework 3.5 or higher
- Knowledge of SSIS C# CSS XML JavaScript Visual Studio TFS/JIRA IIS FTP & Web Services
- Knowledge of Monitoring/logging tool is a plus
- Knowledge of JIRA Confluence are an advantage
- Flexibility working some weekends
- 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
- Team player
Nice to have. Exposure to: - 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 CloudBlue Commerce platform
Required Experience:
Senior IC
Employment Type
Full-Time
