Senior Platform Support Engineer

Archive360, Inc.; Montreal; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading company in data management is seeking a Senior Platform Support Engineer to provide expert technical support for their enterprise clients. This role involves troubleshooting, scripting, and system monitoring, requiring proficiency in Python, Azure, and Active Directory. The ideal candidate will excel in communication and problem-solving, ensuring a seamless support experience. Join a team dedicated to driving innovation and delivering impactful solutions in the SaaS industry.

Benefits

Professional growth opportunities

Innovative work environment

Creative collaboration

Qualifications

• Proficiency in Python, Azure, and Active Directory.
• Strong customer service and problem-solving skills required.

Responsibilities

• Deliver expert technical support for enterprise clients.
• Create customized scripts and utilities based on client requirements.
• Handle and resolve customer technical cases efficiently.

Skills

Python

Azure

Active Directory

Customer Service

Problem Solving

Job description

About Archive360
Archive360 delivers a modern archiving platform that empowers organizations to address complex data governance and compliance challenges while leveraging AI and analytics. By transforming data into a trusted, accurate, and protected strategic asset, we help organizations achieve their business objectives and drive innovation.

Position Summary
The Senior Platform Support Engineer will deliver expert technical support for enterprise clients, including troubleshooting, scripting, and systems monitoring. This role requires proficiency in Python, Azure, and Active Directory, as well as experience with dashboards like Splunk and ELK. Candidates must have strong customer service and problem-solving skills, and be based in Montréal, Quebec, with the ability to travel onsite 2 days per week.

Role Requirements

• Script and Utility Development: Create customized scripts and utilities based on client requirements (Python), contributing to the optimization of our products' utilization.

• Product and Environment Support: Handle and resolve customer technical cases efficiently via various communication channels, including portal, phone, and email submissions.

• Problem Resolution: Provide expert guidance to customers and internal service personnel in resolving intricate issues and challenges.

• Escalation Management: Appropriately escalate issues to the Engineering, DevOps, Account Management, or Leadership teams while retaining accountability to ensure timely issue resolution.

• Systems Testing/Monitoring: Conduct monitoring and testing of product application and/or environment components to maintain system operability including upgrades and revisions.

• Confidentiality: Always uphold client confidentiality and data security protocols.

• Documentation: Prepare comprehensive reference materials, including operational instructions, to aid users effectively.

• Mentorship: Mentor and guide fellow team members to enhance their technical skills and problem-solving abilities.

• Knowledge Management: Contribute to the creation, review, and update of knowledge articles, technical tips, and brief documents to enhance our knowledge.

• Maintain proficiency in scripting languages such as Python (2.7.15, 3.11) to automate tasks and optimize processes.

• Dashboard Management: continuous development and understanding in maintaining dashboards for monitoring and analytics, Splunk and ELK in particular.

• Customer Service: maintain exceptional customer service skills, including effective communication and problem-solving.

• Operating Systems: maintain knowledge of Windows and/or Linux systems.

• Azure and Active Directory: Maintain proficiency in Azure services and Active Directory administration and related cloud infrastructure. Including but not limited to Virtual Machine Scale Sets, WebApps, VMs, Storage, SQL Server and CosmosDB.

• Time and Task Management: Always ensure to maintain outstanding time and task management skills to prioritize and handle multiple issues effectively.

• Resolution Focus: Maintain focus and follow through to resolve complex technical issues.

• Work Location:

• Employee must travel a minimum of 2 days per week onsite at a customer's location.

• Employee must travel as required by the Company.

Why Join Archive360?

• Work with innovative SaaS solutions that are transforming enterprise data management.
• Join a company that values creativity, collaboration, and professional growth.
• Be part of a passionate team committed to delivering real-world impact for our customers.