Home Canada Technical Support Lead

Home Canada Technical Support Lead

Technical Support Lead

Remote at ThoughtWire in Canada
Posted on January 13, 2021

Job details

Since 2009 we have been improving customer experience and enhancing ROI by supporting front line workers in Built Spaces to be safe, informed and productive. These exponential outcomes are achieved by using our patented and award winning Digital Twin technology which Senses, Thinks and Acts upon data from any type of connected system or sensor as well as the people within the built space.

A digital twin is a digital representation of a real-world entity or system. The implementation of a digital twin is an encapsulated software object or model that mirrors a unique physical object, process, organization, person or other abstraction.

Who we’re looking for

The ThoughtWire customer success team is looking for a motivated individual to deliver outstanding customer service and product support to our clients. The Technical Support Lead will focus on handling complex support issues through to resolution and to help support a 24/7/365 uptime environment.

The successful candidate will be responsible for providing exemplary service to clients in handling technical enquiries and maintaining the stability of the ThoughtWire software solutions. Inside ThoughtWire, the Technical Support Lead will manage and collaborate with other teams on client-specific issues. When there are no active issues, the Technical Support Lead is expected to identify common issues and trends, and ensure those issues and trends receive appropriate attention.

The key to success in this role is providing an excellent customer experience by proactively managing all application support issues.

What you'll be doing

  • Identify and implement continuous improvements to existing Customer Success processes
  • Troubleshoot issues and respond to queries from external customers, including outside of office hours on a 24/7 on-call rotation, including telephone support and on-site support
  • Design and execute SQL queries and shell scripts to generate meaningful data for other ThoughtWire teams such as engagement reports, or usage and improvement statistics
  • Creating and updating documentation of Customer Success processes
  • Attend meetings and occasional on-site visits as needed with internal or external clients as a representative of Customer Success
  • Assisting the building of next-generation cloud infrastructure
  • Monitoring, troubleshooting and issue resolution for relevant web applications, application servers, database servers, and virtualization infrastructure
  • Working alongside the Engineering team, Systems Architecture, Software Engineering and QA to apply IT systems engineering skills to support high availability private and public cloud deployment solutions
  • Managing the cloud-hosted software solutions and providing high-quality customer support
  • Supporting internal and development-oriented system environments

What you’ll need

  • At least 4 years of external customer-facing experience in a software and infrastructure support environment
  • Post-secondary degree/diploma or equivalent professional experience
  • Excellent communication skills for interacting with external and internal customers
  • Ability to enable the team to grow and delight our customers with exceptional support
  • Linux administration experience to troubleshoot server processes
  • Experience with bash and/or python scripting to analyse server logs
  • Experience with SQL for data retrieval and report generation
  • Ability to multitask and prioritize
  • Experience in administration of Linux (RHEL/CentOS) Servers
  • Strong VMware management skills required, KVM an asset
  • Strong networking and security skills
  • Python, Bash or related scripting
  • Strong Active Directory/LDAP experience
  • SQL DB Experience (MS SQL, MySQL or PostgreSQL)
  • Experience using tools to manage Support Queues and support Agile Software Development

Experience in any of these will make you stand out

  • Previous customer-facing technical support experience
  • Previous experience with products and components of at least one major cloud provider
  • Experience with pro-actively identifying improvements to your workplace or processes
  • Experience of ITIL-compliant incident, problem and change service management
  • Successful knowledge management strategies to reach internal and external audiences
  • Basic SQL, HTML knowledge
  • Salesforce administration

Why you want to work for us

  • Great colleagues, mentorship, and meaningful socially impactful work
  • Full benefits package from your start date - no waiting period!
  • Competitive salary
  • Flexible hours
  • Work from home
  • Great office location in Toronto’s Market District; near St. Lawrence Market
  • Short walk to Union Station or King Station; steps from the King streetcar
  • Healthy snacks and free drinks

Apply safely

To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.

Share this job
Improve your chance to get this job. Do an online course on Engineering starting now. Claim $10 promo towards online courses. See all courses
See All Technical Jobs
Feedback Feedback