Support specialist ensuring system functionality and user productivity as the first line of technical support. Investigating issues, managing tickets, and provisioning users remotely.
About the role
- Technical Support Engineer providing advanced technical support for Magnet’s SaaS and on-premises platform products. Collaborating with Engineering, Sales, and Product Management to resolve customer issues and enhance services.
Responsibilities
- Deliver exceptional customer service by responding promptly and thoroughly to sensitive or urgent requests, using ticketing systems and customer calls, and escalating cases when necessary.
- Maintain overall account health through effective case handling, troubleshooting, and adapting solutions based on customer context and historical documentation.
- Collaborate closely with Engineering, Product Management, Sales, and Customer Success teams to resolve customer-facing issues, identify product enhancements, and meet service level agreements.
- Contribute to and maintain a customer-facing knowledge base to enable self-serve case resolution and share procedural updates.
- Learn continuously, coach peers, and share expertise to foster team growth and improve problem-solving capabilities.
Requirements
- Post-secondary education in IT, Computer Science, Engineering, or equivalent relevant industry experience, with at least 3 years in a complex technical support role including supporting administrators of cloud-based or server-based products.
- Excellent verbal and written communication skills with the ability to effectively communicate and engage with customers at all levels, leadership, and internal/external stakeholders.
- Superior customer service skills with outstanding attention to detail during interactions and technical investigations.
- Passion for understanding customers’ challenges and identifying creative solutions to those challenges.
- Deep understanding of customer relationship management and ticketing systems, especially Salesforce and Service Cloud.
- High degree of resourcefulness, flexibility, and adaptability. Showing a strong self-starter attitude with excellent problem-solving skills.
- Strong technical aptitude to learn software tools and other third-party technologies, such as Linux and Windows Systems, Kubernetes, Databases, SSO/SAML, API, SSL/TLS, etc.
- Understanding of Agile development methodologies, including familiarity with product issue tracking tools, like Jira, and source control tools like GitHub or Azure DevOps.
- Hands-on expertise with cloud/server products and technologies, such as networking, virtualisation, security and user policies, cloud computing, and container/VM management within Amazon Web Services and/or Microsoft Azure.
- Knowledge of digital forensics and digital investigation is an asset.
- May be required to travel to meet the responsibilities of the position.
Benefits
- Generous time off policies
- Competitive compensation
- Volunteer opportunities
- Reward and recognition programs
- Employee committees & resource groups
- Healthcare and retirement benefits
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