Technical Support Analyst



Technical Support Analyst

Toronto,Ontario -Permanent


Job Description

Our client is looking for a Technical Support Specialist to join our growing team! In this role, you will work on a team that ensures exceptional product support. You値l be the bridge between two internal teams; the User Support team and Software Development teams - making sure problems are investigated, issues are logged, and fixes are shipped to our customers quickly.

What You値l Be Doing:

Triage issues from User Support and ensure they are tackled by the right team in the right time frame
Reproduce issues and provide as much detail as possible to the Development teams
Review logs and metrics to provide additional information
Create impactful reports for customers and internal teams - you値l be helping derive valuable insights on product usage and areas where we can improve
Implement tools to improve process and productivity for our Engineering and Support teams
Verify fixes to important issues (and verify that the fix actually solves the customer痴 problem!)


Special Perks:

You値l have tons of autonomy and responsibility; we have a results-driven environment
The career growth opportunities are endless at a successful, high-growth company
You値l learn more than you thought was possible; our team is obsessed with personal and professional growth


Must Have Skills:

What You Bring to the Team:

Excellent problem solving and critical thinking abilities
Superb research skills
An inquisitive mind and the desire to learn more about technology and how web applications work
Great communication skills - you値l be directly interfacing with many teams across the company and customers
Extremely detail oriented: you'll be analyzing logs, identifying patterns, reproducing and verifying customer issues
Excellent organization skills - you値l be balancing many priorities
Calm under pressure - continually able to communicate with customers and teams when things don't go as planned
Solution oriented: you bring ideas and results to the table with the resources you have
2+ years of professional software support experience


Nice to Have Skills:

- Bonus points for experience with (Sentry, Loggly, and, New Relic).
- Bonus points for experience working in a SAAS company.


Details:

Starting: ASAP