Customer Service Manager leading teams, KPIs, and order - to - cash improvements. Supporting Prollenium’s Canadian medical - device and dermal - filler operations.
About the role
- Genetec video-integration support specialist resolving complex customer incidents, software defects, and escalations. Maintaining troubleshooting documentation while collaborating with Development, Product, and Support teams.
Responsibilities
- Investigate, analyze, troubleshoot, and resolve complex issues
- Conduct structured root-cause analyses and develop repeatable troubleshooting methodologies
- Collaborate with Development, Quality Assurance, Product Management, and Implementation teams
- Identify software defects, escalation procedures, and long-term corrective actions
- Identify recurring issues, trends, and systemic problems, then provide actionable feedback
- Create, maintain, and improve knowledge base articles, troubleshooting guides, diagnostic procedures, and support tools
- Communicate technical findings, troubleshooting steps, and remediation plans to technical and non-technical stakeholders
- Maintain detailed case documentation in Genetec systems
- Ensure compliance with SLA commitments through follow-ups, updates, and case ownership
- Submit bug reports, feature requests, and improvement recommendations
- Participate in the on-call rotation and handle escalations
- Occasionally provide remote or on-site technical support for high-priority issues
- Continuously develop technical expertise
- Manage complex, strategic, large-scale, or long-running customer cases requiring escalation
- Share information and provide technical guidance to other teams
- Contribute to the development of technical documentation and knowledge base articles
Requirements
- Bachelor’s degree in Software Engineering, Computer Engineering, Computer Science, Electrical Engineering, or equivalent practical experience
- Minimum of 2 years of experience troubleshooting Windows and/or Linux-based client/server software applications in enterprise environments
- Strong analytical mindset and a structured troubleshooting methodology
- Knowledge of software development concepts, debugging techniques, and diagnostic processes
- Strong analytical and problem-solving skills, with excellent attention to detail
- Flexible, proactive, and resourceful
- Ability to manage multiple priorities, adapt to changing situations, and work effectively under pressure
- Motivated and proactive, with the ability to work independently while collaborating effectively as part of a team
- Strong written and verbal communication skills
- Eagerness to learn and continuously grow alongside evolving technologies and products
- Ability to work with globally distributed teams
- Fluent in French and English, both verbal and written
- Excellent understanding of software architecture, systems integration, and hardware infrastructure
- Strong knowledge of performance analysis and troubleshooting tools (Wireshark, SSMS, Perfmon, Procmon)
- Excellent understanding of networking fundamentals and IP protocols (VPN, DNS, DHCP, VLAN, TCP/IP, NTP, etc.)
- Knowledge of networking (TCP/UDP), video/audio streaming, video streaming protocols, and camera integration
- Strong understanding of VoIP and/or video codecs such as H.264, H.265/HEVC, AV1, MJPEG, etc.
- Experience using troubleshooting and log analysis tools
- Experience working with SQL databases and query analysis
- Knowledge of server virtualization technologies and enterprise environments
- Asset: Knowledge of Linux/Unix systems and command-line tools
- Asset: Professional certifications such as MCSE, CCNA, SQL Server, or VMware
- Asset: Experience with process improvement, Agile methodologies, or workflow automation tools
- Asset: Knowledge of C# programming and debugging practices
- Asset: Experience with VMware or Hyper-V
- Asset: Knowledge of Kubernetes and containerization
- Asset: Experience with PowerShell, Python, Bash, or other scripting/automation languages
- Asset: Fluency in Spanish
Benefits
- Attractive compensation package
- Training Tuition Reimbursement Program
- Work-life balance with a flexible working schedule
- Subsidized meals in our amazing Bistro (Les Cordons Bleus)
- Free, unlimited coffee and fruit
- Private, free parking for all employees
- On-site fitness facility with a personal trainer, along with multiple health and wellness workshops
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