Identify and take ownership of cases requiring escalation (technically complex, strategic, high-visibility, or long-running)
Use performance analysis and troubleshooting tools (Sysinternals, PerfMon, Wireshark, PowerShell, SSMS, etc.)
Collaborate with R&D to resolve issues
Maintain open communication with clients while ensuring thorough root cause analysis
Assist other teams across the organization by sharing knowledge and providing technical guidance
Contribute to technical documentation and knowledge base articles
Participate in the Proactive team rotation to monitor and respond to proactive alerts in Genetec's SaaS environment, ensuring rapid issue resolution
Be part of the on-call rotation to handle urgent requests from customers with 24/7 support

Motivated by challenges and complex problems
Strong analytical and troubleshooting skills
Able to manage multiple tasks while effectively prioritizing
Strong sense of urgency and eagerness to learn
Strong team player with the ability to manage own work independently
Comfortable working with software in a dynamic environment
Fluent in French and English, both spoken and written (this role involves interaction with international colleagues and clients)
Knowledge of C# or a similar language (asset)
PowerShell scripting (asset)
Debugging with Visual Studio (asset)
Understanding of Kubernetes (asset)
Proficiency in Spanish (asset)

Delivery & Support Specialist

Key skills