Technical Support Engineer - VTS

Technical Support Engineer

We are looking for a Technical Support Engineer to join our high-performing support team and provide technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer‑facing teams to ensure a top‑notch customer experience.

• Responding to inbound Billing and Technical service requests over the phone and e‑mail per day directly with customers
• Accurately and efficiently log all issues and status updates in our internal tracking system
• Understand client’s business objectives/impact and apply your expertise to timely resolve issues and ensure customer success
• Evaluate and provide resolution for complex customer Billing inquiries
• Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end user issues
• Support multiple cloud solutions (e.g., Symantec, Acronis, Dropbox, Microsoft O365)
• Contribute to the development of service desk processes and procedures
• Interact closely with various departments and vendors to provide timely resolution on issues
• Handle support requests from resellers, stay on top of new features and enhancements, be a subject‑matter expert, and provide diagnoses and issue resolution on our Platform
• Triage to internal and external teams, push for resolution within OLAs by being the customer advocate with Engineering, Development, and 3rd‑party Vendor teams
• Monitor systems and handle events, proactively recognize and acknowledge alerts, respond to alerts or emergency issues within 5 minutes during working hours (Event Management)
• Act as first responder to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)
• Drive operational efficiency and improvements

Note:

This is not a complete list of tasks.

• Must be available to work weekends and after hours as needed
• High school diploma (or equivalent) required; secondary degree preferred
• 2+ years of experience working in a capacity of Technical Support or similar
• Must have excellent verbal and written communication skills, as well as excellent analytical and problem‑solving skills
• Strong knowledge of Microsoft O365
• Ability to prioritize user requests effectively and manage user expectations
• Ability to balance attention to detail with expeditious execution in a fast‑paced environment
• Passion for driving exceptional customer experience
• Previous experience troubleshooting and debugging SaaS cloud solutions is an asset
• Ability to work through ambiguity and thrive in a rapidly changing business environment
• Understanding of related terminology and concepts
• Strong analytical and problem‑solving skills
• Experience working with Web servers and Databases – Apache, IIS, MySQL, MSSQL, and PostgreSQL
• Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
• Basic understanding or experience working on Linux environments
• General understanding of technologies on APIs web service: JSON, REST, OAuth, …
• Flexibility working some weekends and later hours to help fulfill a 24×7 business
• 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
• Teamplayer

• 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, Power Shell, PHP, Knowledge of SQL
• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes
• Experience with JIRA and Confluence