Delivery & Support Specialist – Integration

Jobtailor; Montreal (administrative region); On-site; CAD 70,000 - 95,000; Full time

Job summary

Jobtailor is seeking an experienced technical support engineer to resolve complex software issues across Windows and Linux environments. You will work with cross-functional teams to perform root-cause analyses, document processes, and contribute to knowledge bases.

The role includes on-call rotations and remote/on-site support for high-priority incidents. Applicants should have a strong analytical mindset, good communication skills, and a proactive approach.

Qualifications

• Bachelor’s degree in software, computer, electrical eng or equivalent practical experience.
• 2+ years troubleshooting Windows and/or Linux-based client/server apps in enterprise environments.
• Strong analytical mindset and structured troubleshooting methodology.
• Knowledge of software development concepts, debugging techniques, and diagnostic processes.
• Excellent attention to detail, proactive and able to work under pressure.

Responsibilities

• Investigate, analyze, troubleshoot, and resolve complex issues.
• Conduct structured root-cause analyses and develop repeatable troubleshooting methodologies.
• Collaborate with Development, QA, Product Management, and Implementation teams.
• Identify software defects, escalation procedures, and long-term corrective actions.
• Identify recurring issues, trends, and systemic problems, then provide actionable feedback.
• Create and improve knowledge base articles, guides, and procedures.
• Communicate technical findings to both technical and non-technical stakeholders.
• Maintain detailed case documentation in Genetec systems.
• Ensure SLA commitments through follow-ups and case ownership.
• Submit bug reports, feature requests, and improvement recommendations.
• Assist in on-call rotation and handle escalations.
• Provide remote or on-site support for high-priority issues as needed.
• Develop technical expertise and share knowledge with teams.

Skills

Root-cause analysis

Troubleshooting

Structured methodology

Technical communication

Team collaboration

Multitasking

Education

Bachelor’s degree or equivalent

Tools

Wireshark

SSMS

Perfmon

Procmon

VMware

Hyper-V

Kubernetes

PowerShell

Python

Job description

• Investigate, analyze, troubleshoot, and resolve complex issues


• Conduct structured root-cause analyses and develop repeatable troubleshooting methodologies


• Collaborate with Development, Quality Assurance, Product Management, and Implementation teams


• Identify software defects, escalation procedures, and long-term corrective actions


• Identify recurring issues, trends, and systemic problems, then provide actionable feedback


• Create, maintain, and improve knowledge base articles, troubleshooting guides, diagnostic procedures, and support tools


• Communicate technical findings, troubleshooting steps, and remediation plans to technical and non-technical stakeholders


• Maintain detailed case documentation in Genetec systems


• Ensure compliance with SLA commitments through follow-ups, updates, and case ownership


• Submit bug reports, feature requests, and improvement recommendations


• Participate in the on-call rotation and handle escalations


• Occasionally provide remote or on-site technical support for high-priority issues


• Continuously develop technical expertise


• Manage complex, strategic, large-scale, or long-running customer cases requiring escalation


• Share information and provide technical guidance to other teams


• Contribute to the development of technical documentation and knowledge base articles

Requirements

• Bachelor’s degree in Software Engineering, Computer Engineering, Computer Science, Electrical Engineering, or equivalent practical experience


• Minimum of 2 years of experience troubleshooting Windows and/or Linux-based client/server software applications in enterprise environments


• Strong analytical mindset and a structured troubleshooting methodology


• Knowledge of software development concepts, debugging techniques, and diagnostic processes


• Strong analytical and problem-solving skills, with excellent attention to detail


• Flexible, proactive, and resourceful


• Ability to manage multiple priorities, adapt to changing situations, and work effectively under pressure


• Motivated and proactive, with the ability to work independently while collaborating effectively as part of a team


• Strong written and verbal communication skills


• Eagerness to learn and continuously grow alongside evolving technologies and products


• Ability to work with globally distributed teams


• Fluent in French and English, both verbal and written


• Excellent understanding of software architecture, systems integration, and hardware infrastructure


• Strong knowledge of performance analysis and troubleshooting tools (Wireshark, SSMS, Perfmon, Procmon)


• Excellent understanding of networking fundamentals and IP protocols (VPN, DNS, DHCP, VLAN, TCP/IP, NTP, etc.)


• Knowledge of networking (TCP/UDP), video/audio streaming, video streaming protocols, and camera integration


• Strong understanding of VoIP and/or video codecs such as H.264, H.265/HEVC, AV1, MJPEG, etc.


• Experience using troubleshooting and log analysis tools


• Experience working with SQL databases and query analysis


• Knowledge of server virtualization technologies and enterprise environments


• Asset: Knowledge of Linux/Unix systems and command-line tools


• Asset: Professional certifications such as MCSE, CCNA, SQL Server, or VMware


• Asset: Experience with process improvement, Agile methodologies, or workflow automation tools


• Asset: Knowledge of C# programming and debugging practices


• Asset: Experience with VMware or Hyper-V


• Asset: Knowledge of Kubernetes and containerization


• Asset: Experience with PowerShell, Python, Bash, or other scripting/automation languages


• Asset: Fluency in Spanish

Core Competencies

Demonstrates strong analytical and problem-solving skills with a structured troubleshooting methodology, capable of managing complex software issues in enterprise environments. Proficient in technical communication and collaboration with cross-functional teams while ensuring compliance with service level agreements.

Highest-signal resume keywords

• Troubleshooting Windows And Linux-Based Applications


• Software Development Concepts


• Performance Analysis And Troubleshooting Tools


• SQL Database Management


• Fluent In French And English

ATS Optimization Keywords

Hard Skills

• Analytical Mindset


• Structured Troubleshooting Methodology


• Software Architecture Understanding


• Networking Fundamentals
  
• VoIP And Video Codecs Knowledge


• SQL Query Analysis


• Linux/Unix Command-Line Tools


• C# Programming


• Scripting Languages (PowerShell, Python, Bash)


• Server Virtualization Technologies

Soft Skills

• Attention To Detail


• Flexibility


• Proactivity


• Team Collaboration


• Effective Communication

Certifications & Qualifications

• MCSE


• CCNA


• SQL Server


• VMware

Industry Keywords

• Enterprise Environments


• Case Documentation


• Technical Support


• Root-Cause Analysis


• Escalation Procedures


• Knowledge Base Articles


• Diagnostic Procedures


• Software Defects


• Customer Cases


• Video Streaming Protocols

Tools & Technologies

• Wireshark


• SSMS


• Perfmon


• Procmon


• VMware


• Hyper-V


• Kubernetes


• Agile Methodologies


• Workflow Automation Tools


• Genetec Systems