Senior Platform Support Engineer

Archive360, Inc.; Montreal; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading company in data management seeks a Senior Platform Support Engineer in Montreal. The role involves providing technical support, developing scripts, and managing customer relationships, requiring expertise in Python and Azure. Join a passionate team focused on innovation and professional growth.

Benefits

Innovative SaaS solutions

Professional growth opportunities

Collaborative team environment

Qualifications

• Proficiency in Python for scripting.
• Experience with Azure services and Active Directory.
• Strong customer service and problem-solving skills.

Responsibilities

• Deliver expert technical support for enterprise clients.
• Create custom scripts and handle technical cases.
• Mentor team members and manage escalations.

Skills

Python

Azure

Active Directory

Customer Service

Problem Solving

Tools

Splunk

ELK

Windows

Linux

Job description

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

1. Script and Utility Development: Create customized scripts and utilities based on client requirements (Python), contributing to the optimization of our products' utilization.
2. Product and Environment Support: Handle and resolve customer technical cases efficiently via various communication channels, including portal, phone, and email submissions.
3. Problem Resolution: Provide expert guidance to customers and internal service personnel in resolving intricate issues and challenges.
4. Escalation Management: Appropriately escalate issues to the Engineering, DevOps, Account Management, or Leadership teams while retaining accountability to ensure timely issue resolution.
5. Systems Testing / Monitoring: Conduct monitoring and testing of product application and environment components to maintain system operability, including upgrades and revisions.
6. Confidentiality: Always uphold client confidentiality and data security protocols.
7. Documentation: Prepare comprehensive reference materials, including operational instructions, to aid users effectively.
8. Mentorship: Mentor and guide fellow team members to enhance their technical skills and problem-solving abilities.
9. Knowledge Management: Contribute to the creation, review, and update of knowledge articles, technical tips, and brief documents to enhance our knowledge base.
10. Maintain proficiency in scripting languages such as Python (2.7.15, 3.11) to automate tasks and optimize processes.
11. Dashboard Management: Continuous development and understanding in maintaining dashboards for monitoring and analytics, especially Splunk and ELK.
12. Customer Service: Maintain exceptional customer service skills, including effective communication and problem-solving.
13. Operating Systems: Maintain knowledge of Windows and/or Linux systems.
14. Azure and Active Directory: Maintain proficiency in Azure services and Active Directory administration, including Virtual Machine Scale Sets, WebApps, VMs, Storage, SQL Server, and CosmosDB.
15. Time and Task Management: Always ensure outstanding time and task management skills to handle multiple issues effectively.
16. 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 and as required by the company.

Why Join Archive360?

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

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Senior Engineer Platform • Montreal, Montreal (administrative region), Canada