Senior Technical Support Agent (Level 3)

AUGMENTT; Ottawa; Remote; CAD 60,000 - 80,000; Full time

Job summary

Join a leading startup in Ottawa as a Senior Technical Support Agent (Level 3). You will provide exceptional support to customers and collaborate with engineering teams in a dynamic, fully remote environment. The ideal candidate will have strong experience in Microsoft Security and M365 Administration, and must be passionate about delivering excellent customer service.

Benefits

Excellent opportunities for professional growth

Opportunity to work with a cutting-edge startup

Fully remote work environment

Qualifications

• Several years of experience in Microsoft Security best practices.
• Experience in M365 Administration.
• Strong understanding of cloud technologies and security principles.

Responsibilities

• Provide advanced technical support to customers via phone, email, and video.
• Analyze logs and system data to find root causes of issues.
• Help Level 1 and Level 2 technicians in issue resolution.

Skills

Troubleshooting

Analytical thinking

Customer service

Technical documentation

Education

Experience in Managed Service Providers (MSPs)

Experience in Microsoft Security and M365 Administration

Tools

AWS

MYSQL

Salesforce Service Cloud

Job description

Senior Technical Support Agent (Level 3)

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Introduction

We're a cutting-edge startup revolutionizing MSPs with SaaS monitoring and M365 Security services. We're seeking an experienced Senior Technical Support Agent (Level 3) to join our dynamic team. This is a full-time, permanent position within one of Ottawa’s most successful startups. We're looking for a highly skilled and adaptable Senior Technical Support Agent to provide exceptional customer support, collaborate with our engineering team, and ensure seamless technical issue resolution. The ideal candidate will have several years' experience in Microsoft Security best practices, M365 Administration, and excellent customer handling skills.

Introduction

We're a cutting-edge startup revolutionizing MSPs with SaaS monitoring and M365 Security services. We're seeking an experienced Senior Technical Support Agent (Level 3) to join our dynamic team. This is a full-time, permanent position within one of Ottawa’s most successful startups. We're looking for a highly skilled and adaptable Senior Technical Support Agent to provide exceptional customer support, collaborate with our engineering team, and ensure seamless technical issue resolution. The ideal candidate will have several years' experience in Microsoft Security best practices, M365 Administration, and excellent customer handling skills.

Company

Founded in 2020, Augmentt’s mission is to provide managed service providers (MSPs) a smart solution to address the complexities driven by the unprecedented adoption of SaaS. Augmentt’s platform and solutions are designed to make SaaS management easy and profitable while delivering the framework for Augmentt partners to become world-class MSPs. For more information, visit www.augmentt.com.

You Are

• Driven by the ability to learn new skills
• Analytical, and get a kick out of troubleshooting hard problems– you're not here to follow scripts or manuals
• Great at finding practical alternatives or suggestions that work to meet the partner’s need
• Customer champion, well presented with a passion for helping MSPs
• Eager to get on the phone / video / email / chat
• Self-motivated, reliable, and adaptable

The Job

• Provide advanced technical support to customers via phone, email and video
• Work directly with customers to resolve the most complex technical issues, collaborating with Engineering teams when necessary
• Analyze logs, system data, and troubleshooting outputs to find root causes
• Contribute to knowledge base development and process improvements
• Help Level 1 and Level 2 technicians in issue resolution
• Share new discoveries and best practices with the Support team
• Interface with our integrated partners & tools (log Microsoft support cases, create deployment scripts for various RMMs, etc.)
• Educate MSPs on best practice & recommendations – they will turn to you for advice

Requirements

• Experience with Managed Service Providers (MSPs) and multi-tenancy platforms
• Experience in Microsoft Security, M365 Administration
• Strong understanding of cloud-based technologies (e.g. APIs) and security principles (e.g. least privilege)

Nice To Have

• Experience with AWS, Elastic Search / Kibana, MYSQL, and Salesforce Service Cloud
• Familiarity with security compliance frameworks such as SOC2, GDPR, NIST CSF 2.0 and M365 CIS
• Experience with Microsoft Partner Center and GDAP relationships

What We Offer

• Work alongside an awesome team of helpful, down-to-earth technologists
• Excellent opportunities for professional growth and development
• Opportunity to work with a cutting-edge startup
• Fully remote work environment

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

IT Services and IT Consulting

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