Support Engineer III

This is a fully remote position, open to applicants in Canada.

📋 Description

• Address intricate technical challenges that have been escalated from the Tier 1 and Tier 2 support teams.

• Diagnose software-related issues that pertain to microservices, APIs, and system integrations.

• Identify system anomalies, deployment issues, and configuration challenges.

• Collaborate with the Engineering and Product teams to spot, document, and prioritize bugs and enhancements.

• Examine ticket trends and implement proactive measures to lower ticket volume and enhance response times.

• Generate and maintain documentation, knowledge base articles, and support resources.

• Mentor and guide junior engineers in their development.

• Lead continuous improvement projects aimed at enhancing the customer support experience.

• Utilize Zendesk automation and other support tools to refine workflows and optimize ticket management.

• Create, execute, and enhance automated solutions using Superblocks, n8n, Tines, and webhooks.

• Assess account management requests and automate both routine and manual tasks.

• Partner with the Support team to formulate automation strategies.

• Document automation workflows and develop training materials for the Support team.

⛳️ Requirements

• A minimum of 5 years of experience in a Technical Support or Customer Support position, particularly in complex software environments.

• Expertise in Zendesk, with a strong focus on automations, triggers, and macros.

• Solid understanding of microservices architecture, APIs, containers (Docker), and cloud services.

• Advanced proficiency in Windows, macOS, and Linux operating systems.

• Experience with PowerShell, Sysinternals Suite, and remote support tools.

• Familiarity with programming languages such as Python, Bash, or Ansible; knowledge of one or more is preferred.

• Strong understanding of networking principles, including IP addressing, VLANs, DNS, DHCP, and firewalls.

• Experience with AWS and Azure, along with a grasp of DevOps practices.

• Capability to comprehend and enhance support workflows.

• CompTIA A+, Network+, or Security+ certifications are advantageous, though not mandatory.

• Outstanding problem-solving abilities.

• Excellent communication skills for interacting with customers and the ability to convey technical concepts to non-technical users.

• Capacity to work independently in a dynamic, fast-paced environment.

• Ability to juggle multiple tasks and manage various priorities.

• Enthusiasm for continuous learning and professional growth.

• Must be authorized to work in Canada without restrictions.

• Must not require sponsorship to work within Canada.

🏝️ Benefits

• Equity participation available for employees globally, with program details varying based on location and employment structure.

• Health, Vision, Dental, and Life Insurance plans available for eligible US employees.

• 401k plan for eligible US employees.

• Discretionary Time Off for eligible US employees.

• Competitive benefits for international employees in line with local market standards and applicable country regulations.

• Additional minor perks.