SUPPORT ENGINEER
Vancouver, BC
(80 to 90K )


About the Company
Our client connects people with what they need to know, at the exact moment they need to know it - so they can act quickly. Our clients use their communication platforms to save time, resources, and headaches. In turn, this prevents their staff and customers from being inundated with useless mass notifications. Everyone wins. And that's what matters to us.

Our client founded their company in 2000 as a company that delivered alert management solutions for IT and Business Continuity Management. They nailed it. Today, they are still awesome at alert management, and they are still big fans of the masterminds in IT and business continuity, but they have decided to dream much bigger - to help connect people in different parts of a company, and outside the company, with the information they need to know. Distributing relevant information to people at exactly the right time isn't just an IT issue - it's a (gnarly) problem that plagues all departments and job titles. Their products solve that problem by blasting through the clutter of processes, information, and choices - making life easier (and safer) for staff and customers alike.


The Position
Our client is hiring a Technical Support Engineer who has in-depth experience, and a proven track record delivering outstanding client service. In this role you'll be expected to capture user experiences, troubleshoot technical issues, and analyze data to bring issues to resolution. This position requires cross-team collaboration and communication - you'll work with other engineers, product managers, consulting, sales to deliver secure, highly-available, mission-critical systems. The ideal candidate will not only bring a broad technical skill set and experience, but will promote a client-centered philosophy, and have a passion for delivering world-class service.

PLEASE NOTE: There are 2 positions available. One is for the Monday-Friday, 6AM-2PM shift. The second position is for the Saturday, Wednesday, 2PM-10PM shift.


Cool Culture: Why You'll Love Working There
  • Modern offices in downtown Victoria and Vancouver
  • Above-market compensation
  • Personalized environments: Mac lover? Linux hacker? Have at 'er - all on big screens
  • Full extended medical benefits, including dental and vision
  • Training and professional development budget to help advance your career
  • Strong belief in work/life balance (and they mean it)
  • Annual health & wellness grant to spend on almost anything to improve your life
  • Emphasis on innovation: they dedicate one day every month to their pet projects
  • And, BTW, innovation is rewarded with glory and seriously great prizes
  • Diverse, smart, and talented co-workers
  • Collaborative, fun work environment, where laughing and learning go together
  • Well-stocked kitchen with snacks, drinks, and 'beverages'
  • Generous employee referral program
  • Fun days involving curling, frisbee golf, billiards at the pub, and so on
  • Annual Kickoffs in places like Seattle, San Francisco, San Jose, and San Diego



    • Responsibilities
  • Have a strong client service focus with the commitment to excellence and desire to delight clients
  • Be a client ambassador who is passionate about creating a positive client experience
  • Solve problems and deliver an experience so profound that clients love using our products and services and actively recommend them to others
  • Troubleshooting issues from application to service providers
  • Capturing and analyzing data from simple to complex technical issues
  • Troubleshoot communication issues with SMTP, SMPP, HTTP, and related protocols
  • Working with VMWare, or other similar software, for replicating client issues
  • Providing support and communicating with enterprise level clients and end users
  • Eyes on glass - monitoring service and application dashboards for alerts
  • Working with service providers and third party vendors
  • On-call support



    • Requirements
  • A degree or diploma in Computer Science, Software Engineering, or related field
  • 5+ years experience in a technical support role
  • Strong analytical skills and problem solving skills
  • Working knowledge of monitoring tools such as Nagios, OpenNMS, or Zenoss
  • Strong written and verbal communication skills
  • Working experience with Java applications or technologies
  • Strong proficiency with Microsoft and Unix operating systems
  • Strong understanding of networks and network troubleshooting
  • Experience with database technologies (Oracle, SQL Server, PostgreSQL)
  • Willing and able to work different shifts to provide 24x7 support coverage



    • Stuff That Earns You Bonus Points
  • Strong scripting skills (e.g., Bash/Javascript)
  • Knowledge and experience with public, private, and hybrid clouds



    •     

    Interested candidates please forward your resume in MS Word format, including a cover letter with bullet points that demonstrate your relevant, personal results/contributions and major accomplishments to jobs@key2resources.com.