Technical Support Specialist providing first line technical support for QuidelOrtho products and services. Handling customer complaints and troubleshooting issues for laboratory settings using strong analytical skills.
About the role
- Technical Support Specialist II at Safe Software resolving complex technical issues and advising customers on FME Flow solutions. Collaborate with teams to enhance product functionality and customer experience.
Responsibilities
- Investigate and resolve highly complex technical issues in collaboration with Customer Experience and Development teams.
- Advise customers on FME Flow architecture, deployment strategies, and ecosystem integrations.
- Support enterprise-level implementations across cloud, containerized, and on-premises environments.
- Conduct software demonstrations and build proof-of-concept solutions for new and existing customers.
- Create product improvement requests and advocate for enhancements based on customer experience and trends.
- Develop and update detailed technical documentation, knowledge base articles, and step-by-step tutorials.
- Design and deliver training materials, webinars, and presentations to support customer growth and community engagement.
- Test new product features, attend feature demonstrations, and stay current with product updates.
- Research emerging technologies and configurations to support customers, colleagues, and developers.
- Contribute technical expertise to cross-functional initiatives, including marketing and product launches.
- Share knowledge within the team and contribute to developing deeper technical capability across Customer Experience.
Requirements
- Technical Expertise: Significant experience supporting or administering complex enterprise software environments.
- FME Flow Experience: Experience using and supporting FME Flow in production environments.
- Cloud Experience: Experience with cloud platforms such as Azure, AWS, or Google Cloud.
- Systems Architecture: Understanding of enterprise system design, integrations, networking, and security practices.
- Customer Advisory Experience: Experience guiding customers through complex technical and architectural decisions.
- Analytical Problem-Solving: Ability to investigate unfamiliar configurations and identify root causes in broad, flexible systems.
- Communication and Enablement: Experience delivering technical demonstrations, presentations, or training to varied audiences.
- Cross-Functional Collaboration: Proven ability to work effectively with Development, Product, and other internal teams.
- Continuous Learning: Commitment to staying current with evolving technologies and product capabilities.
- Nice to Have: Enterprise Architecture Experience, Technical Content Development, Scripting and APIs, Database Expertise, Multilingual Skills.
Benefits
- Meaningful Work: Make a profound impact across our business, workplace and data integration product.
- A Supportive Environment: Feel empowered to share your ideas and implement them with high autonomy and team support.
- Social Responsibility: Become part of a team that finds meaningful ways to give back. Take paid time off to volunteer for one of our Safe-organized opportunities that align with our core community initiatives.
- Learning & Career Development: We believe in your continuous learning and growth. Take advantage of an annual learning budget and training programs paid for by Safe.
- Flexible Working Hours: Flexible and remote-friendly work arrangements to fit your lifestyle. Work when you want, and how you want to.
- Work-Life Balance: There's no place for burnout at Safe. Maintain a healthy balance of your personal and work life without splitting yourself in two. Enjoy 3 weeks of vacation to recharge, plus an additional paid 6 seasonal days off per year.
- Health & Wellness: Extended health, dental, health or lifestyle spending, and counseling benefits from day 1. That’s right, no waiting period.
- Family is important: We are dedicated to supporting our employees through parenthood and offer a Parental Leave Top-Up Program for new parents through childbirth or adoption.
- Shared Success: Share in Safe’s success with our bi-annual profit sharing and RRSP/TFSA matching program.
- An Accessible Commute: Regardless of your commute method, we’re located close to public transit, and provide complimentary parking and bike storage for our team!
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