Technical Support Engineer

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

📋 Description

• Oversee the entire lifecycle of assigned technical support tickets, ensuring regular follow-ups and thorough documentation within the case management system.

• Create and update internal and external knowledge-base articles, how-to manuals, and troubleshooting documentation.

• Evaluate ticket trends and offer constructive feedback to management on enhancements to support processes and protocols.

⛳️ Requirements

• A minimum of 3 years of professional experience in a Technical Support capacity, particularly within the software or technology industries.

• Professional background in troubleshooting networking fundamentals, such as TCP/IP, routing, subnets, firewall configurations, and proxy connectivity.

• Experience in utilizing RESTful APIs and navigating Linux Shell environments to execute technical tasks within an enterprise context.

• Demonstrated ability to convey intricate technical concepts into clear business-to-business documentation and escalation notes for senior engineering teams.

• Experience in reading or writing code, with specific expertise in Python.

• Capacity to analyze application logs, construct cURL commands, and leverage data sets to address technical challenges.

• Technical knowledge in troubleshooting TLS, SSL certificates, and SAML authentication protocols.

• Proficiency with database platforms and the capability to troubleshoot data retrieval issues.

• Practical experience with MongoDB and OpenVPN.

• Professional experience in managing and troubleshooting applications within Docker containers.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development opportunities