Technical Support Engineer

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

📋 Description

• Oversee communication with customers and manage their expectations

• Deliver support via phone, email, and chat for designated accounts

• Diagnose and resolve customer issues effectively

• Serve as a liaison between customers and the Engineering, Sales, and Field Engineer teams

• Forward product-related issues to Tier 3 Support and Engineering teams

• Relay product enhancement requests to Product Management

• Regularly update customers on the status of issues and enhancements

• Elevate critical concerns and obstacles to the Technical Support Manager

• Engage in the on-call rotation for the designated product team

⛳️ Requirements

• Bachelor’s degree or equivalent experience in a relevant technical field

• Over 5 years of experience in enterprise software customer support or IT-related support

• Strong commitment to customer service and collaborative teamwork

• Ability to conduct technical investigations independently in remote settings

• Exceptional verbal and written communication skills

• Capacity to comprehend, analyze, and address customer technical requirements

• Experience working collaboratively with Pre-Sales Engineering, Product Management, Development, Technical Support, and Sales teams

• More than 3 years of experience with Windows Server OS

• More than 3 years of experience in Windows and Active Directory account administration

• Over 3 years of experience with Active Directory, LDAP, and Group Policy administration

• More than 3 years of networking experience, including DNS, port testing, packet captures, TLS, and secure communications

• Over 3 years of experience with RDP connections

• More than 3 years of experience in UNIX/Linux OS administration

• Over 3 years of experience with Azure/Entra ID

• More than 3 years of experience with AWS IAM, including roles, policies, and trust relationships

• Over 3 years of command-line interface experience with CMD, PowerShell, and UNIX/Linux

• More than 3 years of experience troubleshooting SSH connections

🏝️ Benefits

• A culture that emphasizes flexibility, trust, and continuous learning

• Comprehensive employee care and support

• A workplace that prioritizes diversity and inclusion

• Opportunities for remote work arrangements