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

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Hiring company

ThoughtWire

See all jobs at ThoughtWire

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