Technical Support Engineer, Platform

Role Overview

• Deliver exceptional customer service by responding promptly and thoroughly to sensitive or urgent requests, using ticketing systems and customer calls, and escalating cases when necessary.
• Maintain overall account health through effective case handling, troubleshooting, and adapting solutions based on customer context and historical documentation.
• Collaborate closely with Engineering, Product Management, Sales, and Customer Success teams to resolve customer-facing issues, identify product enhancements, and meet service level agreements.
• Contribute to and maintain a customer-facing knowledge base to enable self-serve case resolution and share procedural updates.
• Learn continuously, coach peers, and share expertise to foster team growth and improve problem-solving capabilities.

Requirements

• Post-secondary education in IT, Computer Science, Engineering, or equivalent relevant industry experience, with at least 3 years in a complex technical support role including supporting administrators of cloud-based or server-based products.
• Excellent verbal and written communication skills with the ability to effectively communicate and engage with customers at all levels, leadership, and internal/external stakeholders.
• Superior customer service skills with outstanding attention to detail during interactions and technical investigations.
• Passion for understanding customers’ challenges and identifying creative solutions to those challenges.
• Deep understanding of customer relationship management and ticketing systems, especially Salesforce and Service Cloud.
• High degree of resourcefulness, flexibility, and adaptability. Showing a strong self-starter attitude with excellent problem-solving skills.
• Strong technical aptitude to learn software tools and other third-party technologies, such as Linux and Windows Systems, Kubernetes, Databases, SSO/SAML, API, SSL/TLS, etc.
• Understanding of Agile development methodologies, including familiarity with product issue tracking tools, like Jira, and source control tools like GitHub or Azure DevOps.
• Hands-on expertise with cloud/server products and technologies, such as networking, virtualisation, security and user policies, cloud computing, and container/VM management within Amazon Web Services and/or Microsoft Azure.
• Knowledge of digital forensics and digital investigation is an asset.
• May be required to travel to meet the responsibilities of the position.

Tech Stack

• AWS
• Azure
• Cloud
• Kubernetes
• Linux

Benefits

• Generous time off policies
• Competitive compensation
• Volunteer opportunities
• Reward and recognition programs
• Employee committees & resource groups
• Healthcare and retirement benefits