Sr. Technical Support Engineer II

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description: 

Your Responsibilities:  

• Providing support in a 24x7x365 to customers in a follow the Sun model in collaboration with other offices located in Canada and Australia.   
• Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert and providing level two diagnoses and issue resolution on our Platform.  
• Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams  
• Monitoring systems and handling events, proactively recognizing and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management)  
• Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)  
• Document, publish and maintain knowledgebase articles to help optimize the workforce  
• Drive operational efficiency and improvements  

Requirements to you:  

• 2+ years of experience working in capacity of Technical Support or similar  
• Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL 
• Experience working with Monitoring tools (desirable Zabbix, Monitis)  
  Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP 
• Basic understanding or experience working on Linux environments   
• General understanding of technologies on Apis webservice: JSON, REST, OAuth,..  
• Experience in Microsoft technology stack, including .NET, Commerce Server, Share Point, SQL and TFS.
• Experience in Web Technologies such as .NET Framework 3.5 or higher
• Knowledge of SSIS, ASP.Net, C#, CSS, XML, JavaScript, Visual Studio, TFS/JIRA, IIS, FTP & Web Services
• Knowledge of Monitoring/logging tool is a plus
• Knowledge of JIRA, Confluence are an advantage
• Flexibility working some weekends   
• Passion for providing exemplary customer service, strong customer focus  
• Eager to learn new technologies  
• Good verbal and written professional communication, fluent in French & English.  
• Self-motivated and proactive in performing duties  
• Attention to detail  
• Team player   
     
   
  Nice to have. Exposure to:  
• ITIL certification  
  Microsoft Azure certification  
• Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP  
• Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL  
• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes  
• Experience with CloudBlue Commerce platform