About the role

Application Support Engineer resolving technical issues for a fintech software provider. Collaborating across teams to ensure high-level client support and improve platform development.

Responsibilities

Leverage your development skills to uncover root causes of any malfunctions to resolve highly visible, technical, global and strategic cases.
Authoring KB articles for support (internal & external facing)
Act as an escalation point by investigating issues that affect multiple users of a tenant and providing solutions
Once an issue is identified, escalate as appropriate to Production Dev Support
Provide feedback regarding trends in client issues and suggest improvements to processes, policies, and products to help streamline the customer journey
Maximize client satisfaction through timely and accurate resolution of customer inquiries that meet or exceed our customer SLAs (Service Level Agreements)
Work closely with other engineers across our Product and Technology teams, Product Managers, and Operations teams to improve and develop our platform
Manage technical customer support tickets and provide regular updates to open tickets
Collaborate closely with various teams including engineering (provide feedback, file and fix bugs), go-to-market (respond quickly to high-priority issues, talk to prospects), and product (provide roadmap feedback)
Support of the live and pre-production infrastructure
Prepare and take part in the periodic release of new software

3+ years of experience troubleshooting and identifying the root cause of issues in complex enterprise level applications.
Minimum of 2+ years of MySQL/PostgreSQL and MongoDB, 2+ years working with NodeJS and 2+ of frontend JS (Angular/AngularJS preferred or ReactJS)
Minimum 2+ years of full stack web application development experience
Good understanding of the Linux command line or similar
Experience communicating with customers and setting expectation, preferably in the SaaS industry
Demonstrated analysis, problem solving skills and troubleshooting expertise
Complex problem-solving skills, ability to diagnose & address application issues
Ability to effectively prioritize and escalate production issues as required
Ability to take initiative/ownership of your work
You have excellent communication skills and value good documentation and writing
You have experience with Amazon Web Services tools

Accommodation Statement: We will accommodate any applicant under the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.
Equality Policy: We are an equal opportunities employer, and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.