Technical Support Engineer

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

📋 Description

• Assist customers by addressing how-to inquiries and suggesting optimal product functionalities and configuration practices.

• Examine reported technical challenges, troubleshoot issues, and identify effective solutions along with root causes.

• Resolve problems by adhering to established protocols and documentation.

• Collaborate with developers, account managers, and product teams to ensure timely resolution of issues.

• Manage workload efficiently while providing timely and accurate updates to customers in line with service level agreements (SLAs).

• Accurately log, update, and close tickets in the tracking system.

• Document troubleshooting procedures and solutions as technical notes and knowledge base articles.

• Maintain adherence to quality and customer satisfaction standards.

• Stay updated on products, related technologies, and processes through training and self-directed learning.

• Assist with additional tasks or projects as assigned.

• Take ownership of incidents affecting customers on the CloudBlue cloud-commerce platform.

• Provide support to cloud service providers and end customers through service desk tickets and occasional phone escalations.

⛳️ Requirements

• Bachelor’s degree in Computer Science or a related field of Engineering.

• Over 3 years of experience in support engineering.

• Proficient in Linux system administration (CentOS/RHEL).

• Hands-on experience in network configuration and troubleshooting.

• Strong understanding of TCP/IP, IP addressing, subnetting, and routing.

• Experience with PostgreSQL, MySQL, or Oracle databases.

• Proficient in SQL, with skills in query analysis and composition.

• Ability to interpret system logs and utilize monitoring/troubleshooting tools effectively.

• Familiarity with APIs and integrations, including REST, SOAP, JSON, XML, and XML-RPC.

• Understanding of authentication standards such as OAuth and SAML.

• Relevant background in web hosting environments.

• Strong English communication abilities.

• Capacity to work both independently and as part of a team.

• Experience with Java, Python, or C++ is advantageous.

• Familiarity with Kubernetes is a plus.

• Willingness to undergo standard candidate verification processes, as permitted by applicable laws.

• Employment history and application details may be verified in accordance with relevant laws and hiring protocols.

🏝️ Benefits

• Remote-first work culture, with team members located in various countries.

• Competitive salary, benchmarked against the markets from which we hire.

• Opportunities for growth, with genuine ownership of your work and support for professional development.

• Flexibility in work schedules, within the core hours required by your team.

• Access to the necessary AI tools for your work, along with the opportunity to experiment with them.

• Equal-opportunity employer.

• Accommodations for individuals with disabilities at every stage of the hiring process.