Technical Support Engineer - Temp Employment
RemoteCanada
CanadaRemoteContractCybersecurity SoftwareLarge
ContractLargeCybersecurity Software
Job Summary
Manage customer communication and expectations while providing phone, email, and chat support to assigned accounts. Troubleshoot and debug customer problems, acting as the liaison to Engineering, Sales, and Field Engineer teams. Transition product issues to Tier 3 Support and Product Management, tracking status regularly, and escalate critical roadblocks to the Technical Support Manager. Participate in the on-call rotation for the assigned product team. Requires a Bachelor's degree, five years in enterprise software support, proficiency in Windows and Mac OS, and knowledge of Active Directory, networking, and Azure. Temp employment available.
Required Qualifications
- Bachelor's degree preferred in a related technical field
- 5 years in enterprise software customer support and/or IT related support
- Proficient knowledge of Windows based Desktop and Server OS
- Strong dedication to customer care
- Strong team interaction skills
- Excellent verbal and written communication skills, in person, by telephone, and with large teams
- Ability to understand and analyze customer technical needs
- Ability to participate, contribute and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams
- Active Directory
- Group policy
- Networking/Layers
- Windows Server
- Anti-virus/Firewall rules/policy
- Virtualization
- Customer service
- Azure
- Secure machine to machine communication
- Security software
- SQL
- Windows Server administration
- Windows 10/11
- Mac OS (Catalina and higher)
- Command line
- Windows account administration
- Team interaction skills
- Organized
- SaaS
- Microsoft office
Desired Qualifications
- Mac OS (preferred)
- Scripting (optional)
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