Technical Support Specialist

About the Job

Location: Remote

Rate : CA$45/hr - CA$55/hr 
  • Manage multiple priorities and own your work from end to end.
  • Manage incoming external and internal stakeholder requests via the JIRA Service Desk.
  • Solve complex challenges - use your research and superior communication to provide clear and accurate resolution paths on incoming tickets in accordance with SLA’s.
  • Recreate and replicate technical challenges with a mission to drive product change via configuration management, fixes, and deployments to client production and testing environments.
  • Contribute to the creation and enhancement of an application support specific customer knowledge base and document repository to be used for managing the technical specifics/requirements of each client.
  • Collaborate with our Product and Development Teams to build new features and fix bugs.

Requirements

  • Bachelor’s Degree/Technical Diploma in a technical field or 6+ years of equivalent practical experience in a technical support role.
  • 3-5 years of SaaS troubleshooting experience in a Technical Support capacity.

Technical experience and an understanding of

  • Relational databases (ex. Microsoft SQL Server)
  • Linux environment.
  • Telemetry & Logging Tools (ex. DataDog, Dynatrace, New Relic, Sentry)
  • The incident, Ticket Management tools, and various plug-ins/automated
  • Workflows (ex. Jira, Zendesk, Intercom).
  • Managing multiple testing environments (UAT, prod, etc.)
  • REST APIs, and how the web works.
  • Experience to look through and understanding code using programming languages such as XML, C#, Python, PHP, JavaScript/jQuery, Ruby, or similar.
  • Familiarity with Git and GitHub.
  • Communicate complex technical topics to customers and coworkers of varying technical skill levels.
  • Experience creating and maintaining customer-specific playbooks, SOPs (standard operating procedures), and operating manuals.
  • Experience in building strategic plans that enable handling multiple projects simultaneously.

 

For more information, https://vilwaatech.com/

Vilwaa is an equal opportunity employer that is committed to diversity and inclusion in the workplace. 
We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
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