Engineer - Software Support

Quest Global; Vancouver; On-site; CAD 100,000 - 112,000; Full time

Job summary

Quest Global seeks a B.Tech graduate for an on-site Vancouver role in a 24x7 software support environment. You will handle technical issues, follow SLAs, and coordinate with R&D to capture necessary details for new product lines.

The position requires Linux/Unix, SQL, and Java/Python/Shell proficiency, with willingness to work in rotational shifts and possible overtime. Compensation is hourly in the Vancouver area.

Qualifications

• B.Tech graduate with 6 months - 2 years of experience in a 24x7 Software Support role.
• Experience with Linux/Unix.
• Experience with SQL.
• Experience/Strong knowledge of Java, Python, Shell.
• Proven domain expertise in intralogistics and warehouse automation systems is mandatory.
• Willing to work in rotational shifts.
• 24x7 may not be required but engineers may do overtime since deployed on-site.

Responsibilities

• Responsible for efficiently handling and resolving technical issues passed on by L2.
• Ensure timely and effective action per priority and severity with SLA adherence.
• Minimize L4/R&D involvement by resolving issues.
• Follow ticketing SOPs and capture detailed information for R&D.
• Escalate according to severity and resolution time.
• Capture site-specific technical docs and new product features for Client Service.
• Support CSMs in developing capable teams of assistant client service managers and service engineers.
• Create and monitor reliability metrics for each installation.
• Develop framework to predict potential future failures and take preventive measures.

Education

B.Tech

Tools

Linux/Unix

SQL

Java

Python

Shell

Job description

Job Requirements

Quest Global delivers world-class end-to-end engineering solutions by leveraging our deep industry knowledge and digital expertise. By bringing together technologies and industries, alongside the contributions of diverse individuals and their areas of expertise, we are able to solve problems better, faster. This multi-dimensional approach enables us to solve the most critical and large-scale challenges across the aerospace & defense, automotive, energy, hi-tech, healthcare, medical devices, rail and semiconductor industries.

Job Requirements

Quest Global delivers world-class end-to-end engineering solutions by leveraging our deep industry knowledge and digital expertise. By bringing together technologies and industries, alongside the contributions of diverse individuals and their areas of expertise, we are able to solve problems better, faster. This multi-dimensional approach enables us to solve the most critical and large-scale challenges across the aerospace & defense, automotive, energy, hi-tech, healthcare, medical devices, rail and semiconductor industries.

We are looking for humble geniuses, who believe that engineering has the potential to make the impossible possible; innovators, who are not only inspired by technology and innovation, but also perpetually driven to design, develop, and test as a trusted partner for Fortune 500 customers. As a team of remarkably diverse engineers, we recognize that what we are really engineering is a brighter future for us all. If you want to contribute to meaningful work and be part of an organization that truly believes when you win, we all win, and when you fail, we all learn, then we’re eager to hear from you.

What You Will Do

• Responsible for efficiently handling and resolving technical issues which have been passed on by L2.
• Ensure timely and effective action as per decided work flow basis priority and severity for each ticket.
• Should ensure maximum issues are resolved without L4/R&D involvement.
• Should ensure adherence to committed SLA's for each reported issue.
• Should follow ticketing SOP's and ensure tickets are being generated for R&D with all relevant technical details captured for every issue.
• Should follow internal escalation matrix basis severity and resolution time.
• Should ensure all relevant site-specific technical documentation as well documentation regarding new product lines/or features are accurately captured from R&D and shared with Client Service team.
• Should support CSM's in developing eminently capable and technically competent team of assistant client service managers and service engineers.
• Responsible for creating and monitoring software and hardware component wise reliability metrics for each installation.
• Should develop framework to predict potential/future failures and ensure requisite preventive measures are taken

What You Will Bring

• B.Tech graduate with 6 months - 2 Years of experience in a 24*7 Software Support role.
• Experience with Linux/Unix
• Experience with SQL
• Experience/Strong knowledge of -Java, Python,Shell.
• Proven domain expertise in intralogistics and warehouse automation systems is mandatory.
• Willing to work in rotational shifts.
• 24x7 may not be required but since engineers are deployed at site, we can expect engineers to do Overtime

Pay Range

$52 to $58 / Hour. Compensation decisions are made based on factors including experience, skills, education, and other job-related factors, in accordance with our internal pay structure.

Work Requirements

This role is considered an on-site position located in Vancouver, BC, Canada.

• You must be able to commute to and from the location with your own transportation arrangements to meet the required working hours.