Sr. Technical Support Engineer II

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
• Work schedule: Night shift (9pm-6am) (Rotational weekend shift; 24x7 support team)

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
• Datadog AppDynamics Splunk (advantage)
• 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