Senior Support Engineer

Precisely; Canada; Remote; CAD 80,000 - 100,000; Full time

Job summary

A global data integrity leader is seeking a Senior Support Engineer to provide technical support for B2B investments. The role requires strong problem-solving skills, technical depth, and proficiency in Spanish and/or Portuguese. Candidates should have a bachelor's or master's degree in computer science or related field and experience with Sterling B2B Integrator. Join a team focused on innovation and customer success.

Benefits

Career development opportunities

Work from anywhere culture

Diversity in a distributed environment

Qualifications

• Full professional proficiency in Spanish and/or Portuguese is required.
• Excellent communication skills are essential.
• Experience supporting Sterling B2B Integrator is desired.

Responsibilities

• Provide world-class technical support over various platforms.
• Address and resolve customer issues quickly.
• Investigate and solve complex software problems.

Skills

Problem-solving skills

Technical depth

Communication skills

Interpersonal skills

Analytical skills

Debugging skills

Self-motivated

Education

Bachelor’s or master’s degree in computer science or related field

Tools

Docker

Kubernetes

OpenShift

Oracle

Microsoft SQL Server

DB2

Job description

Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (“Precisely”) is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.

Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 93 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!

Overview

Senior Support Engineers drive to solve complex issues and provide solutions to make our customers successful. Our customers depend on the highly skilled technical engineers in our software product support group to help drive the success of their B2B investments, including Sterling B2B Integrator. Candidates should have strong problem-solving skills and technical depth. Excellent planning and communication skills are a must for case management. We are seeking a hire with full professional proficiency in Spanish and/or Portuguese.

What you will do

• Provide world class technical support over the phone, remote desktop connections and through case management system. This includes meeting Service Level Objectives, updating stakeholders in a timely manner, and documenting critical information.
• Address and resolve issues quickly and effectively to ensure customer satisfaction.
• Investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
• Understand the complexities of enterprise systems and be able to determine if the cause of an issue is within the product, third party libraries, user developed code or jobs, or platform libraries.
• Continuously learn new technology, tools, systems, and sharing that knowledge within the team.
• Contribute to comprehensive internal and external Knowledge Base documentation for use by both customers and team members.
• Debug and provide recommended solutions and tools to address product issues and enhancements.
• Periodic weekend and late shifts for time zone coverage and on call support.

What we are looking for

• A candidate with a bachelor’s or master’s degree in computer science or related field. Equivalent work experience will be accepted.
• Experience supporting, developing, or managing Sterling B2B Integrator or Sterling File Gateway is highly desired.
• Excellent communication (oral and written), strong interpersonal/customer relations skills, and exceptional analytical and troubleshooting skills
• Self-motivated and enthusiastic when working with difficult problems and tight deadlines.
• Understanding of database management systems including relational database design principles, tuning, SQL execution, and configuration.
• Understanding of networking design principles and protocols such as TCP/IP, HTTP/S, S/FTP, SMTP, AS2 and others.
• Strong debugging and problem-solving skills.
• Distributed computing experience including networked clustering, cloud services, and load balancing.
• Operating system (AIX, RHEL, Windows, RHOCP) knowledge and administration.
• Database systems (Oracle, Microsoft SQL Server, DB2, ODBC and JDBC protocols).
• Docker, Kubernetes, OpenShift, or other virtualization technology.
• Preferred Requirements:
  • Understanding of networking design principals and established protocols, including TCP/IP, HTTP/S, S/FTP, SMTP and other data communication protocols.
  • Strong debugging and problem-solving skills, with experience reading and/or writing C, C++, Java, or other object-oriented languages.
  • Full professional proficiency in Spanish and/or Portuguese
  • Detailed knowledge of one or more of the following technologies is a plus
  • Experience supporting, developing, or managing Sterling B2B Integrator, Sterling File Gateway, Partner Engagement Manager
  • UNIX/Linux (AIX, Red Hat EL, Solaris, HP-UX) and Windows knowledge and administration.
  • Database systems (Oracle, Microsoft SQL Server, DB2, JDBC).
  • Messaging system tools such as JMS or IBM MQ
  • B2B communication protocols such as AS2, SWIFT, Connect:Direct, and older protocols ldap, sftp, ftp, https with both server and client authentication.
  • Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, or other virtualization technology

The personal data that you provide as a part of this job application will be handled in accordance with relevant laws. For more information about how Precisely handles the personal data of job applicants, please see the Precisely Global Applicant and Candidate Privacy Notice