Technical Solutions Consultant fixing Oracle SQL and PL/SQL issues for MCSL’s higher - education reporting software clients. Delivering custom development and client - facing technical solutions remotely across Canada.
About the role
- Junior Technical Support Engineer helping Canadian customers troubleshoot Everbridge critical-event management products. Investigating support requests, resolving issues, and documenting escalations.
Responsibilities
- Help customers resolve technical issues with Everbridge products
- Investigate and troubleshoot support requests
- Communicate clearly with customers
- Guide each issue through resolution or a well-documented escalation
- Build technical and business knowledge of xMatters products and use cases
- Lead customers through requirements gathering, business-value mapping and workshops
- Analyze customer challenges and develop practical insights and recommendations
- Deliver post-sale consulting across client management, implementation and knowledge transfer
- Manage customer expectations, project scope and timelines
- Identify focused initial deployments that support adoption and deliver early value
- Recommend and implement solutions within available time and scope
- Configure integrations and data synchronization between xMatters and third-party applications
- Communicate regularly with customers and build effective working relationships
- Help scope consulting engagements and estimate required effort
- Identify opportunities to improve xMatters and proactively develop solutions
- Continue developing skills and knowledge for broader responsibilities
Requirements
- At least 3 years of experience in professional services, software consulting or implementation
- At least 3 years of experience managing projects or client relationships
- Excellent verbal and written communication skills, with the ability to explain technical and business topics to stakeholders at all levels
- A record of developing and deploying technical solutions
- Sound judgment and decision-making, including when information is incomplete or conflicting
- Strong project-planning and organizational skills
- Analytical problem-solving skills, including the ability to translate customer requirements and objectives into technical solutions
- Ability to work independently with integrity and accountability
- Solid understanding of incident management, especially major incident management
- Familiarity with event management, observability, collaboration-tool integrations and related processes
Benefits
- Healthcare benefits
- Dental benefits
- Parental planning benefits
- Mental health benefits
- Disability income benefits
- Life and AD&D insurance
- 401(k) plan and match
- Paid time off
- Fitness reimbursements
- Variable compensation may be included
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