Operations Support Engineer optimizing .NET, React, and NodeJS applications at Manulife. Collaborating with development teams for operational support and system reliability.
About the role
- Senior Technical Support Analyst providing expert-level support for ERP solutions at Jesta I.S. Resolving complex issues and leading continuous improvement while mentoring team members.
Responsibilities
- Provide expert-level technical support across multiple ERP modules, resolving complex functional, technical, and data-related issues.
- Write, optimize, and troubleshoot advanced SQL queries, including complex data manipulation and performance tuning.
- Independently analyze, deliver, and validate complex code fixes while ensuring system stability and data integrity.
- Lead the resolution of high-impact, escalated, and critical incidents, including after-hours support when required.
- Drive Knowledge Base strategy, including documentation standards, training materials, and knowledge-sharing practices.
- Mentor and coach technical support analysts, providing guidance, technical leadership, and professional development support.
- Lead and participate in client discussions, issue review meetings, and strategic planning sessions.
- Collaborate cross-functionally with Development, Product, and QA teams to reduce recurring issues and improve product quality.
- Identify, lead, and implement process improvements and automation initiatives within support workflows.
- Demonstrate ownership, accountability, and leadership in ensuring exceptional client satisfaction and team performance.
Requirements
- 5+ years of experience in technical support within enterprise software or SaaS environments
- Strong experience supporting complex ERP systems across multiple functional modules
- Expert-level SQL skills, including advanced queries, data manipulation, and optimization
- Proven ability to independently resolve complex technical and data-related issues
- Experience collaborating with engineering teams and contributing to product and process improvements
- Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience
- Advanced certifications in SQL, databases, or ERP platforms are an asset
Benefits
- Health coverage (medical, dental, disability, and life insurance)
- Wellness program (gym membership reimbursement)
- Professional growth (training platforms, career development fee subsidy, etc.)
- Company events
- Referral program
- Flexible schedule
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