Senior Support Engineer

Collabware; Vancouver; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading company in information management solutions is seeking a Senior Support Engineer to deliver exceptional technical support for their SaaS platform. The role involves troubleshooting complex customer issues, collaborating with teams, and mentoring support engineers. Ideal candidates thrive in fast-paced environments and are passionate about customer success and leadership. The position requires in-office work in downtown Vancouver for part of the week.

Benefits

Unlimited Vacation

Health, Dental, and Vision benefits

Career growth planning

Stock Options

Yearly stipends for technology

Social gatherings and Friday lunches

Qualifications

• Proficient in troubleshooting Collabware's software and cloud services.
• Ability to communicate effectively with clients.
• Experience with Azure and Microsoft 365 tools.

Responsibilities

• Troubleshoot and resolve issues for a wide range of business users.
• Collaborate with teammates and share knowledge.
• Develop troubleshooting documentation and internal tools.

Skills

Troubleshooting

Customer Service

Collaboration

Communication

Tools

Azure

Jira

PowerShell

Microsoft 365

Job description

Passionate about seeing customers achieve success?

We are seeking a Senior Support Engineer to join our team and play a pivotal role in delivering exceptional technical support for our SaaS platform. In this role, you will troubleshoot complex customer issues, collaborate with engineering and quality assurance teams, and drive process improvements to enhance the overall support experience. Your expertise will ensure our customers receive timely and effective solutions, helping them maximize the value of our products.

As a key technical leader, you will also help shape the future of our support team. Over time, you will have the opportunity to build, mentor, and lead a team of support engineers, establishing best practices and scaling support operations to meet the evolving needs of our growing customer base. If you thrive in a fast-paced environment, enjoy solving challenging technical problems, and are passionate about both customer success and leadership, we'd love to hear from you.

This is an in-office position. Candidates must be able to work at the Collabware office in downtown Vancouver for 3 out of 5 business days per week.

What We Do

At Collabware, our primary goal is to free organizations from information chaos. We provide intelligent information management solutions and services that focus on transparency, collaboration, and security. The Engineering Team is focused on our cloud solution Collabspace. With a wide set of functionalities, massive amounts of unstructured data, and the highest cloud security posture in the industry, you'll have the opportunity to expand your skillset and learn by doing. We take pride in the impact of our work and we're certain you will too.

Our culture is grounded in five core values:

Think Big, Make It Happen, Embrace and Drive Change, Passion for Customer Success, and Grow Together.

The Responsibilities

• Think Big: You’ll be responsible for troubleshooting and resolving issues related to Collabware’s on-premise software and cloud services for a wide range of business users to drive tangible business value. Some of these solutions involve managing billions of documents!
• Embrace and Drive Change: While working with Collabspace, Azure, Jira, PowerShell, and Microsoft 365, we are always expanding into new areas and technologies driven by our customers’ needs.
• Grow Together: Collaborate with teammates, share knowledge, and help each other grow through constructive feedback and teamwork.
• Making It Happen: Take pride in your work, communicate effectively, and push initiatives forward with perseverance.
• Passion for Customer Success: Provide excellent customer service by communicating clearly and effectively with clients.

Here is a sample timeline for your first year:

First Month

• Learn the products through Collabware University and deep-dive sessions.
• Familiarize yourself with our support processes and troubleshooting tools.

First Few Months

• Become proficient in using Collabspace and other Collabware products.
• Develop troubleshooting documentation and internal tools.

First Year

• Gain expertise in multiple products such as Collabware CLM and Collabmail.
• Participate in product design reviews and provide input.

The Benefits

• Unlimited Vacation (minimum 3 weeks/year)
• Health, Dental, and Vision benefits
• Career growth planning through our Engineering Growth Framework
• Stock Options
• Yearly stipends for technology, career development, and extended health
• Social gatherings and Friday lunches

The Hiring Process

If interested, apply today! Our process includes:

• Submitting a resume and cover letter explaining your interest and experience.
• A brief 30-minute phone call with a senior team member.
• A 2-hour interview with three parts: a) Support Engineer interview, b) group troubleshooting exercise, c) your questions for us.
• Meet the team in a culture fit interview.
• Final one-on-one with our CEO/CTO, often over lunch in Vancouver.