Support Engineer

Tangam Gaming; Southwestern Ontario; On-site; CAD 80,000 - 95,000; Full time

Job summary

A leading data analytics company in Southwestern Ontario is seeking a motivated Support Engineer to serve as a primary contact for installation and support of their software products. The ideal candidate will have relevant IT experience, database knowledge, and strong communication skills. Responsibilities include overseeing software health, coordinating technical training, and enhancing customer satisfaction. This role offers competitive compensation and a supportive work environment.

Benefits

Performance-based bonus

Flex time and work from home days

Fitness allowance

Fully stocked kitchen

Employee lounge with gaming consoles

Qualifications

• At least 4 years working experience in a support engineer or IT technician role.
• Available after business hours for critical issues.
• No criminal record and licensable to work in a highly regulated industry.

Responsibilities

• Acted as the primary contact for customers regarding installation and support.
• Applied a data-driven approach to monitor software health.
• Provided pre- and post-sales technical assistance to the sales team.
• Coordinated software upgrades with customers and their IT teams.
• Ensured internal team has the right systems environment.

Skills

IT or support engineering experience

Database and SQL knowledge

Proficiency with computer networking and troubleshooting

Strong interpersonal and communication skills

Organizational skills

Education

Undergraduate degree in Computer Science or Software Engineering

Tools

.NET Core

IIS

MS SQL

Oracle

DB2

Windows

Linux

Job description

Overview

Job Description

Salary : $80k-$95k + Performance Bonus

What were hoping you will achieve (circa 2026) one year from now..

Your potential story, one year from now. Wed like to thank you for your contributions to our timely product rollouts, client support, and internal developer systems / infrastructure maintenance that helped the company achieve record customer satisfaction levels and a consecutive year of triple digit revenue growth. Here are some of your contributions as a key member of our software installation, support, and developer operations team :

Responsibilities

• You acted as the primary contact point for customers regarding all installation, technical training and second / third tier software support. Your excellent work resulted in you owning a portfolio of client sites that included some of our largest clients including a Fortune 500 company.
• Applied a data driven approach to monitoring the health of the software installed at the various customer sites, which resulted in resolving problems before they escalated into larger issues. Furthermore, you championed the creation of an automated health tracking application along with the development team. These initiatives culminated in increasing your teams productivity by 20% and reduced the number of support tickets.
• Provided pre- and post-sales technical assistance to the sales team. You also helped the sales team prepare demo setups of the product and gathered information on customer needs, complaints and requests, using this information to influence the development of the product line.
• Contributed to the ongoing improvement of Tangams online knowledge base and support processes. Helped improve the customer support architecture through automation and web based software tools resulting in 20% improvement in issue resolution time.
• Coordinated and performed software upgrades of the product with customers and their IT teams. While you performed the upgrades, you also identified all the bottlenecks in the process, and worked with developers to minimize the bottlenecks for a smoother upgrade process. This reduced the down-time during upgrades.
• Ensured that the internal team (developers, business analysts) have the right systems environment, client data stores, backups, monitoring, and software tools so they can focus on building great software and advanced analytics.

We cant wait until next year. Now Back to Today. If youd like this story to be yours, apply now.

About Tangam Systems

Who we are

Tangam Systems is a rapidly growing company that is at the cutting edge of developing data analytics and visualization software. Our clients range from Fortune 500 businesses to some of the best known brands in the resort industry, including operators in United States, Macau, Australia, Philippines, Cambodia, New Zealand, Canada, the UK, and across Europe. Our Table Games Yield Management (TYM) and Slots Optimization & Data Analytics (SODA) products help casino resorts optimize their gaming operations in order to increase profitability and enhance the patron experience.

Our next generation business intelligence software products takes the complexity out of data analytics and makes data understandable and actionable to ordinary users. Our patented products have won numerous industry awards and recognitions. We continue to push the envelope on what is possible in the area of data analytics software, and we are always seeking new talent to join us on our exciting journey.

Requirements

• Relevant IT or support engineering experience. At least 4 years working experience in a support engineer or IT technician role. Database and SQL knowledge.
• Education. Undergraduate degree in Computer Science / Software Engineering or a related discipline.
• Troubleshooter extraordinaire. Proficiency with computer networking and troubleshooting (Windows operating system, hardware, etc.).
• Top notch communicator. Strong interpersonal and communication skills.
• Opportunity to travel internationally.
• Have an eye for detail. Must be highly organized and detail oriented.
• Previous DBA experience is an asset
• Available after business hours for critical issues.
• No criminal record and licensable to work in a highly regulated industry.

Your playground / what youll learn :

At Tangam youll get a chance to play, learn and build with the following tools and technologies as part of a cross-functional team that is the worlds foremost innovator in cutting edge casino optimization software.

• Languages : .NET Core
• Web Server : IIS
• Databases : MS SQL, Oracle, DB2
• Operation Systems : Windows, Linux

Compensation and Benefits :

• Base salary of $80K - $95K + performance-based bonus
• Work-Life Balance : Flex time, work from home days and travel incentives.
• Set-up : Standing / adjustable desks, massage chair & quiet room, employee lounge with Xbox, Switch & PS4.
• Benefits Plan : Fitness allowance, dental / prescription / vision, massage & physio, and healthcare spending account.
• Food & Fun : Fully stocked kitchen, fancy coffee machine, team lunches, long weekend bottle draws and monthly employee events.

We are committed to providing an inclusive work environment that welcomes diversity and supports accessibility across the organization. If you require accommodation at any time during the recruitment process, please let us know by contacting us at .