Support Analyst

Precisely; Canada; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading data integrity company in Canada is seeking a Support Engineer to provide exceptional technical support to clients. The ideal candidate will have a Bachelor's degree in Computer Science, excellent communication skills, and a strong problem-solving ability. Responsibilities include troubleshooting complex issues and creating Knowledge Base documentation. This position offers the opportunity to work in a dynamic environment while supporting critical data integration solutions.

Qualifications

• Excellent communication (oral and written) skills.
• Strong interpersonal/customer relations skills.
• Self-motivated and enthusiastic with difficult problems.

Responsibilities

• Provide world-class technical support to customers.
• Resolve issues quickly to ensure customer satisfaction.
• Create comprehensive Knowledge Base documentation.

Skills

Problem-solving skills

Technical depth

Communication

Customer relations

Education

Bachelor's degree in Computer Science or related field

Tools

SQL

C++

Java

Docker

Kubernetes

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then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.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. Precisely powers better decisions for more than 12,000 global organizations, including 95 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

Precisely is a global leader in data integrity, providing accuracy and consistency in data for 12,000 customers in more than 100 countries, including 99 of the Fortune 100. Precisely\'s data integration, data quality, location intelligence, and data enrichment products power better business decisions to create better outcomes. We are looking for talented individuals with the experience and motivation to join our innovative, fast-paced Precisely Team.

What you will do

Precisely Support Engineers drive to solve complex issues and develop unique solutions to make our customers successful. Our customers depend on the highly skilled technical engineers in our technical support group to help drive the success of their Precisely Data Integration investments, including Sterling B2B Integrator and Precisely Connect products. Strong problem-solving skills, technical depth, communication, and the ability to develop creative solutions are a must.

• Provide world class technical support over the phone, email, and remote desktop connections. Including, but not limited to meeting SLA requirements, updating stakeholders in a timely manner, and documenting and recording 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
• Create 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.
• Work periodic late shifts and weekend shifts for on-call support

Minimum Requirements

• Bachelors degree in Computer Science or related field.
• Equivalent experience will be accepted in place of the education requirement.
• 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.
• A strong desire to learn new technology and the ability to understand new concepts quickly.
• Understanding of software design principles and operating system design.

Preferred Requirements

• Understanding of database management systems including relational database design principles, tuning, SQL execution, and configuration. Knowledge of NoSQL distributed database such as Cassandra.
• 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.
• General knowledge of one or more of the following technologies is a plus –

1. Experience supporting, developing, or managing Sterling B2B Integrator, Sterling File Gateway, Partner Engagement Manager
2. UNIX/Linux (AIX, Red Hat EL, Solaris, HP-UX) and Windows knowledge and administration.
3. Database systems (Oracle, Microsoft SQL Server, DB2, JDBC).
4. Messaging system tools such as JMS or IBM MQ
5. B2B communication protocols such as AS2, SWIFT, Connect:Direct, and older protocols ldap, sftp, ftp, https with both server and client authentication.
6. Experience with z/OS Mainframe systems or System i Midrange systems with a focus on VSAM and DB2.
7. Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, Solaris Containers, 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 Candidate Privacy Notice