Customer Technical Support Engineer

Sandvine; Southwestern Ontario; On-site; CAD 60,000 - 75,000; Full time

Job summary

A leading technology firm is seeking a Technical Support Engineer in Southwestern Ontario to provide post-sales support to customers and partners. The ideal candidate will have over 3 years of experience in a technical role, strong networking skills, and the ability to communicate technical solutions clearly. This role offers a hybrid work environment and opportunities for career development.

Benefits

Flexible working hours

Career development opportunities

Comprehensive benefits package

Qualifications

• Minimum of 3+ years experience in a technical customer support role.
• Ability to communicate technical information clearly to customers.
• Understanding of network equipment installation and configuration.

Responsibilities

• Diagnosing and troubleshooting technical issues.
• Communicating with customers to understand their problems.
• Ensuring all issues are properly logged and resolved.

Skills

Understanding of networks

Excellent communication ability

Scripting and programming skills

Education

Bachelor’s degree in Computer Science, IT or Software Engineering

Tools

Cisco

Linux

Microsoft Office

Job description

About AppLogic Networks

AppLogic Networks, the App QoE company, helps network service providers deliver highest quality experience to consumers and enterprises. The company develops best-in-class solutions that analyze, optimize and monetize OTT application traffic going through the networks. With contextual machine learning-based insights and real-time actions, AppLogic Networks has become a global leader in Application Quality of Experience (QoE). As part of this innovative and exciting company, you will drive innovation in app-driven cloud and hybrid solutions designed to accelerate time-to-value across network planning, engineering and operations. Join the team and contribute to what makes AppLogic Networks unique in the market: superior App QoE!

The Role

As part of a Global Customer Technical Support team, this team provides post-sales support to Customers and Partners globally. Supporting the customer / partner is done through diagnosis and troubleshooting software and hardware problems and aiding with the product applications and/or use cases. Communicate with customers /partners by listening to and understanding the reported problem, and able to explain basic technical information to the customers over the phone, via email or other communication platforms. Part of a weekend on-call rotational schedule once deemed capable.

Responsibilities

• Communicating with customers by listening to and understanding their problem, then clearly explaining detailed technical information
• Asking customers targeted questions to quickly understand the root of the problem
• Diagnosing & troubleshooting technical issues in an expedient manner
• Tracking issues through to resolution, within agreed time limits
• Escalating unresolved issues to the appropriate next level / internal teams
• Providing prompt and accurate feedback to customers
• Referring to internal database or external resources to provide technical solutions
• Leading troubleshooting & brainstorming discussions
• Delivering workshops to both local and global teams - customer presentations to senior technical personnel and management
• Ensuring all issues are properly logged – following case management process
• Prioritizing and managing several open issues at one time
• Following up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided
• Identifying areas of improvement whether in products, processes, procedures, or tools
• Documenting technical knowledge in the form of knowledge base articles, troubleshooting playbook entries and/or submitting documentation opportunities
• Creating and delivering product knowledge sharing sessions to the respective regional team
• Communicating with Sales Team to ensure timely updates for any critical issue
• Working with the Engineering team to assist with documentation
• Performing activities (reproducing the issue when required)

Knowledge and Skills:

Required

• Understanding of networks
  • CCNA or equivalent knowledge
  • 4G-5G
  • AAA
• Any of the following certifications: CCNA, MCSE, Cloud, and/or RedHat
• Deep knowledge of supported Linux/Unix operating systems. Able to troubleshoot, analyze and configure the OS and its features and roles.
  Deep knowledge of product software and hardware. Can use scripts/tools to aid in troubleshooting. Knowledge of identified bugs in running firmware version.
• Advanced understanding and experience of networks, firewalls, protocols.
• Knowledge in tracing and troubleshooting high-level protocols and traffic
• Extensive understanding and experience of virtualization & cloud concepts, properties and technology, as well as detailed skills in major industry standard technology specifics. Knowledge of models like SaaS, PaaS and IaaS.
• Good understanding of technology infrastructure, security concepts and platforms
• Strong understanding of networking (specifically IP related technologies)
• Able to install, configure, and/or operate network equipment such as Cisco, Juniper or other network hardware manufacturers
• Scripting and some programming using Linux or Bash or Shell or Python
• Ability to configure and troubleshoot problems - logical thought process and good problem solving investigative and multi-tasking skills
• Excellent communication ability with customers /partners presenting technical information both verbally and in written format
• Focus on detail and can follow defined processes/procedures
• Technical acumen and able to identify when an escalation is required
• Autonomy – increases technical knowledge by attending self-studies to bring value to the organization
• Organization and prioritization abilities
• Good computer skills in MS Office

Desired

• Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product
• Great collaborator
• Good CSAT and customer feedback
• Ideal candidate wouldhave served as a developer in prior roles and have a deep understanding of modern, highly scalable architectures leveraging the latest technologies including NET/C#, Restful APIs, micro-services, cloud computing etc.

Work Experience, Education and Certifications

• Minimum of 3+ year experience in a technical role aligned to the same field with customer support experience
• Bachelor’s degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification or diploma from a technical institute
• Education and certification may be substituted for proven work experience for 3+ years as a Technical Support Engineer in a similar field

What you can expect from us ?

• Flexible working hours, hybrid work environment (occasionally may be required to take afterhours call)
• Career development and advancement opportunities
• Fast-paced office environment
• At AppLogic Networks we understand the importance of work-life balance and strives to create a supportive environment that allows employees to excel in their careers without sacrificing their personal lives.
• AppLogic Networks believes that a positive and fun work environment enhances productivity and job satisfaction. The company organizes team building activities, social events, and other initiatives to promote a sense of camaraderie among employees.
• AppLogic Networks offers competitive salaries and a comprehensive benefits package, including health insurance, and other perks to ensure the well-being and financial security of its employees.