Senior Support Engineer

Collabware; Vancouver; On-site; CAD 60,000 - 75,000; 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. This role involves troubleshooting complex issues, collaborating with engineering teams, and mentoring junior engineers, all while ensuring customer success and satisfaction. The position is office-based in downtown Vancouver, requiring candidates to work in-office for part of the week.

Benefits

Unlimited Vacation

Health, Dental, and Vision benefits

Growth Opportunities

Stock Options

Yearly $1,000 Technology stipend

Yearly $1,000 Career Development stipend

Yearly $1,000 Extended Health stipend

Social Gatherings & Friday Lunches

Qualifications

• Minimum 5 years in technical support or cloud operations role.
• Experience in both cloud-based and on-premises environments.
• Microsoft Azure certifications are highly desirable.

Responsibilities

• Troubleshoot and resolve issues related to Microsoft Azure and on-premises environments.
• Communicate effectively with customers to resolve technical issues.
• Mentor and train junior support engineers on best practices.

Skills

Technical Expertise

Problem-Solving

Communication

Customer-Centric Approach

Collaboration

Diagnostics and Logging

Process Improvement

Mentorship

Education

Degree in Computer Science, Information Technology, or related field

Tools

Microsoft Azure

Kubernetes

CosmosDB

SQL Server

Kafka

Elastic

SharePoint

PowerShell

Microsoft 365

Jira

Job description

Join to apply for the Senior Support Engineer role at Collabware

Join to apply for the Senior Support Engineer role at Collabware

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. Oh, and some of these solutions are really big … think billions of documents big!

Embrace and Drive Change: While you’ll be working with Collabspace, Azure, Jira, PowerShell, and Microsoft 365 – where we are now is not the place we have to stay. We’re always expanding into new areas and new technologies, driven by our customer’s needs.

Grow Together: Work with your teammates and help each other grow through knowledge transfer, collaborative design, and actionable, constructive feedback.

Making It Happen: You take pride in your work, collaborate effectively, and communicate with your peers efficiently (both written and verbal). Be the first to push forward and the last to give up.

Passion for Customer Success: Offer excellent customer service by communicating clearly and effectively with clients.

The Actions

• Troubleshoot and Resolve: Diagnose and resolve issues related to Microsoft Azure cloud environments, including Kubernetes with Linux containers, CosmosDB, SQL Server, Kafka, and Elastic.
• Customer Interaction: Communicate clearly and effectively with customers to understand, document, and resolve technical issues.
• Incident Management: Monitor, prioritize, and respond to customer-reported issues, maintaining a high level of customer satisfaction throughout the resolution process.
• Diagnostics and Escalation: Gather detailed diagnostic information, analyze system logs, and escalate complex issues to the Cloud Operations and Engineering teams when necessary.
• On-Premises Support: Manage and troubleshoot issues with on-premises environments, specifically focusing on SharePoint server environments.
• Collaboration: Work closely with the Cloud Operations, Engineering, and DevOps teams to provide critical feedback and insights from customer interactions, driving continuous improvement.
• Documentation: Create and maintain technical documentation, including troubleshooting guides, diagnostics procedures, and issue resolution records.
• Proactive Maintenance: Perform regular system health checks, monitor for potential issues, and implement preventative measures.
• Customer Advocacy: Act as the voice of the customer within the company, ensuring their concerns are heard and addressed in a timely and efficient manner.
• Training and Mentorship: Mentor and train junior support engineers on best practices and technical troubleshooting techniques.

Key Skills

• Technical Expertise: In-depth knowledge of Microsoft Azure, Kubernetes (with Linux containers), CosmosDB, SQL Server, Kafka, and Elastic.
• Problem-Solving: Analytical mindset with the ability to troubleshoot complex technical issues in both cloud and on-premises environments.
• Communication: Exceptional written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Customer-Centric Approach: Empathetic and responsive when working with customers to resolve issues, maintaining a positive experience even in challenging situations.
• Collaboration: Proven ability to work effectively with cross-functional teams, including Cloud Operations and Engineering.
• Diagnostics and Logging: Proficiency in gathering diagnostics and analyzing logs from various environments.
• Process Improvement: Proactive in identifying gaps in support processes and suggesting improvements.
• Mentorship: Ability to train and guide junior team members, fostering a culture of knowledge sharing and continuous learning.

Experience and Qualifications

• Education: Degree in Computer Science, Information Technology, or a related field, or a combination of education, training, and experience.
• Professional Experience: Minimum of 5 years in a technical support or cloud operations role, with experience in both cloud-based and on-premises environments.
• Certifications: Microsoft Azure certifications (e.g., Azure Administrator, Azure Solutions Architect) are highly desirable.
• Technology Proficiency: Hands-on experience with Kubernetes, Linux containers, CosmosDB, SQL Server, Kafka, Elastic, and SharePoint.
• Customer Support: Demonstrated ability to manage and resolve customer issues efficiently.
• Preferred Experience: Experience supporting complex enterprise environments and working within a SaaS or technology company.

Here’s a sample timeline for what your first year would look like:

First Month

• Learn the products – we’ll set you up with Collabware University access and will take you on a series of deep-dive sessions to help you start on your knowledge building journey.
• Learn the process and tools – take our onboarding lesson plans where you’ll learn about our support process and tools to troubleshoot and ensure quality for our products.

First Few Months

• Become proficient in using Collabspace as a product.
• Become self-sufficient for troubleshooting issues in Collabspace using Azure Portal and web developer tools with the aid of colleagues.
• Create new support and troubleshooting documentation where necessary.
• Create internal tools to be added to our support process.

First Year

• Become proficient in using other Collabware products such as Collabware CLM or Collabmail.
• Be a product expert – we want to know our products inside and out.
• Participate in product design reviews to provide input on functional requirements and potential problems.

The Benefits

• Unlimited Vacation – You must take at least 3 weeks’ off per year!
• Health, Dental, and Vision benefits
• Growth Opportunities – Early on, you’ll be put on our Engineering Growth Framework to plan your career
• Stock Options
• Yearly $1,000 Technology stipend for your personal use – like AirPods, GPUs, smartwatches – anything tech really!
• Yearly $1,000 Career Development stipend for courses, conferences, books, and anything else that sharpens your skills!
• Yearly $1,000 Extended Health stipend
• Social Gatherings & Friday Lunches

The Hiring Process

If this posting sounds like a fit for you, apply today! Here is what you can expect:

• We’re excited to dive into your resume – brownie points for sending a cover letter that explains why you’re interested in joining our team as well! This will help us get to know you better and learn about your experiences.
• If we think you may be a fit, we will reach out and set up a brief 30-minute phone call with one of our senior team members. Here, you’ll discuss the company, role, and how your experiences and expectations align with ours. To respect your time, we will strive to complete the hiring process and make our decision within 10 business days. We won’t leave you hanging!
• Next, there will be a 2-hour interview divided into three parts:
• Hiring Manager Interview, here they will dive into your work experience and skills relevant to the Support Engineer role.
• Group exercise with senior members of the Product and Engineering teams where we evaluate your troubleshooting process and problem-solving skills in a group setting.
• Questions you have for us!
• The next step in the process is a Team Fit Interview, where you will get a chance to meet a diverse group of your potential future colleagues! We take a great deal of pride in the culture we are trying to foster, and we want to make sure you’ll fit right in. Bring all the questions you can think of about the team!
• The final stage – a one-on-one meeting with our CEO/CTO. Here, you’ll chat about the role and the company vision. If you are in the Vancouver area, this meeting will typically be done over lunch.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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