Location: work from home (province of Quebec) or Sherbrooke office
Here's what we do and why we do it.
We work to simplify the cloud for IT professionals so they can focus on what really matters, making their customers' lives better. Find out how we do that here: www.sherweb.com/about/
Here's how you will contribute to the success of the company
As a Technical Advisor III, SBC, you will be the primary point of support for our security and continuity portfolio. You will own cases end-to-end, from initial troubleshooting to resolution, without tier-based escalation. You will leverage your technical expertise, problem-solving skills, and customer-first mindset to ensure high-quality, timely support.
Here's what your day-to-day will look like in this role
- Provide technical support by phone, email, and remote sessions; diagnose and resolve technical issues across the SBC portfolio.
- Guide customers through service configuration, deployment, integrations, and incident recovery.
- Collect and analyze diagnostic data (logs, traces, system outputs) to identify root causes.
- Document troubleshooting steps, escalation details, and customer interactions thoroughly in the ticketing system.
- Collaborate with peers, developers, and vendors to resolve issues, escalate cases, and maintain effective lines of communication.
- Own our knowledge base library by ensuring articles are accurate and updated and create new content to reflect evolving products and procedures.
- Review resolved cases to identify improvement opportunities and reduce recurring escalations.
- Maintain technical expertise through certifications, vendor-led training, and roadmap awareness; share updates with the team.
- Stay aligned with Product by tracking new add-on availability, product launches, and feature releases in our licensing portal; raise and follow up on feature requests that impact customers.
- Contribute to internal projects to improve SBC support processes, tools, and documentation.
- Develop training content (e.g., investigation guides, product-specific procedures) and support the Training team in building assessments.
- Foster a culture of learning by presenting ‘Today I Learned’ segments during team meetings and sharing relevant product updates.
- Train and onboard new team members, providing guidance as they ramp up.
- Carry out all other related tasks per the job’s evolution and departmental needs.
Here's what you need to have and master to get the job
- High school diploma with relevant IT experience, or a college diploma in Computer Science (asset).
- 3+ years of experience in technical support, ideally in security and continuity solutions.
- Proficiency with Windows administration tools (Event Viewer, PowerShell, Registry Editor).
- Strong understanding of Windows environments, DNS, and virtualization concepts (VMs, hypervisors).
- Hands-on experience with EDR/XDR solutions (preferred).
- Familiarity with macOS and Linux file systems.
- Excellent bilingualism (French and English), spoken and written.
- Strong sense of initiative and proactivity to identify and solve technical, process, and relationship challenges.
- Strong sense of continuous learning and contribution to team improvements.
- Ability to work autonomously, making informed decisions and escalating when needed.
- Quick learner, adaptable to new products and technologies.
Benefits of working at Sherweb
Sherweb is, above all, an environment where the needs of our customers are at the heart of our actions. We are committed to living our values of passion, teamwork and integrity every day.
A fast-paced work environment that adapts to you
- A friendly and diverse work culture with inclusion and equality at the heart of our actions
- State-of-the art technology and tools
- A results-oriented culture where talent, action, and thinking outside the box are given due recognition
- Annual salary review based on performance
- Generous and caring colleagues of various professional and cultural backgrounds
A flexible total compensation offer
- Vacation time that considers your previous experience
- Advanced paid hours to recharge your batteries (holidays and mobile days)
- Flexible benefits plan that adapts to your needs
- Flexible savings fund options
- A monthly home internet allowance
Considerable growth opportunities
- A career path with opportunities to learn and grow
- Proximity to your direct manager and open, honest communication to support your development
- Multiple initial and on-the-job training opportunities and tools to track your progress and help you scale up in your career
Last but not least: “Sherweblife” - a rich calendar of activities that allow us to gather virtually and face-to-face throughout the year
At Sherweb, we believe in pay transparency and fairness. The salary range provided is intended to give an indication of what you might expect for this role. However, we recognize that each candidate brings a unique set of skills and experiences. As such, the final compensation package will be tailored to reflect the specific qualifications and expertise of the chosen candidate, ensuring that we remain competitive and equitable in our offerings.
Reasons for the requirement of English: Sherweb has international customers and fluency in English is the only way to ensure proper service delivery to them. The main tasks related to this position require written and oral communication with an English-speaking clientele at all times.
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