It's fun to work in a company where people truly BELIEVE in what they're 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, including .NET, Commerce Server, Share Point, SQL and TFS.
- Experience in Web Technologies such as .NET Framework 3.5 or higher
- Knowledge of SSIS, ASP.Net, 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
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