Technical Support Engineer – Temp Employment

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 the primary point of contact between customers and the Engineering, Sales, and Field Engineer teams.

• Transition product-related issues to Tier 3 Support and Engineering, as well as product enhancements to Product Management, while regularly updating customers on the status.

• Raise urgent issues and obstacles to the Technical Support Manager.

• Take part in the on-call rotation for the assigned product team.

⛳️ Requirements

• A Bachelor’s degree in a relevant technical field is preferred but not mandatory.

• A minimum of 5 years of experience in enterprise software customer support or IT-related support.

• Solid understanding of Windows-based desktop and server operating systems.

• Familiarity with Mac OS is preferred.

• A strong commitment to customer service excellence.

• Excellent collaboration and teamwork abilities.

• Exceptional verbal and written communication skills, both in person and over the phone, particularly in large team settings.

• Capability to comprehend and assess customer technical requirements.

• Ability to engage with Pre-Sales Technical Engineers, Product Management, Development, Technical Support, and Sales teams effectively.

• Knowledge of Active Directory.

• Understanding of Group Policy.

• Familiarity with networking principles and layers.

• Knowledge of Windows Server.

• Understanding of antivirus and firewall rules and policies.

• Familiarity with virtualization technologies.

• Experience in customer service practices.

• Knowledge of Azure.

• Understanding of secure machine-to-machine communication.

• Familiarity with security software.

• Knowledge of SQL.

• Experience in Windows Server administration.

• Proficient in Windows 10/11.

• Familiarity with Mac OS Catalina and later versions.

• Understanding of command line usage.

• Knowledge of Windows account administration.

• Familiarity with SaaS applications.

• Proficient in Microsoft Office.

🏝️ Benefits

• Comprehensive health insurance coverage.

• Opportunities for professional development and training.

• Flexible working hours and remote work options.

• Retirement plan with company matching contributions.

• Generous paid time off policy.