Product Support Specialist - Data Security

Hybrid Product Support Specialist for data security in Vancouver, BC. Responsibilities include troubleshooting and resolving complex technical product issues over phone or electronic communications, diagnosing causes, recommending remediation techniques, and managing level 2 to 3 customer interactions. Collaborate with global support teams, team leads, core engineering, product/program managers, customers, and third-party vendors to ensure effective cross-communication and issue lifecycle management. Reproduce known and unknown issues with guidance to the Product Champion, document issues clearly, support hotfixes/patches to minimize risk, and advise customers on solutions or workarounds. Strong emphasis on Linux/RHEL, Active Directory/LDAP, networking (TCP/IP, OSPF, RIP, DNS, VPNs, firewalls), virtual environments (VMware), databases (MongoDB, MySQL, Oracle, MSSQL, PostgreSQL) with strong SQL, scripting/automation (Bash, Python, Shell), and cloud environments (AWS, Azure, GCP). Preferred qualifications include a Master’s degree and broader database/cloud skills. The role includes a mix of technical support across application, database, network, and infrastructure layers, with hybrid work arrangements and a comprehensive benefits program.