Technical Support Specialist Job Canada,IT/Tech

Why should you consider joining Auvik?

You want to work at a company that is building impactful, relevant technology. Auvik’s network management software helps IT teams by automating time-consuming tasks, streamlining operations, and mitigating risk. It’s more important than ever to be able to remotely monitor and manage network infrastructure, and with Auvik, IT professionals have that essential visibility and control.

You want to work with a leadership team who are transparent and trustworthy. Our senior leaders have a vision for Auvik. They are experienced, knowledgeable, approachable, and consistently working hard to drive success, both for the company and the team of people who make it happen.

You want to work with a product customers love. People rave about what we’ve built—our latest NPS was 57 (phenomenal!). Our customers are smart, aspirational, and highly technical. It pays to get the details right.

You want regular opportunities for learning and growth. With ongoing feedback from leadership, you’ll find that Auvik encourages you to be your very best. Our onboarding process is thorough and informative because we want to make sure you’re prepared to have a great work experience. We also have programs designed to help you take the next steps you want for your career.

You want the flexibility to manage your work, your way. We’re a fully distributed team and we’re prepared to continue to support working from home (or the space you choose!). We trust you to get the job done where you feel most comfortable and effective.

What’s this role about?

Rule #1 of the Auvik Way:
Wow our customers! As a key part of Auvik’s technical support team, your focus will be on helping the users of our network management software to be as productive and happy as possible. Drawing on your technical aptitude and strong people skills, you’ll work closely with our engineering, partner success and sales teams to answer questions, solve problems, clear roadblocks, and build positive relationships with our customers.

What will I be doing?

There’s never a dull moment in this role! Every day, you will:

Provide useful, accurate and friendly technical support to Auvik customers by chat, email, web & phone and other channels as required

Help customers by clearly identifying problems, researching answers, and guiding them through corrective steps

Assess and document suggestions for new or improved product functionality, based on customer feedback, that our engineering team should implement

Document new or updated support information in knowledge base articles

Effectively manage large numbers of incoming customer requests

Work to keep customer churn at zero by consistently providing an outstanding customer experience

What are we looking for?

Knowledge of basic networking concepts (Routing, Switching & Firewalling)

Strong technical aptitude and ability to learn quickly

A self-starter that works well in a team environment

A people person, with a friendly and positive manner

Great communication skills, both verbally and in writing

Good analytical and problem-solving skills

Grace under pressure, with soft-skills experience

Experience with technical, product support

Ability to multitask, prioritize, and manage time effectively

Are there bonus points?

Prior experience supporting client facing technical support

Basic knowledge of Linux, including scripting with Python / BASH

Basic understanding of relational databases (SQL)

Experience using Slack, Zendesk, and JIRA

Experience with configuration of networking hardware (Cisco, Fortinet, Sonic Wall, …)

We’re actively hiring for this role and looking to bring someone great onto the team as soon as possible.


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