Support Engineer

Tangam Systems; Waterloo; On-site; CAD 80,000 - 95,000; Full time

Job summary

Join an innovative company at the forefront of data analytics and visualization software. As a key member of the support engineering team, you'll play a vital role in ensuring customer satisfaction and operational efficiency. You'll work with cutting-edge technologies and have the opportunity to contribute to significant improvements in software performance and client support processes. This is a chance to be part of a dynamic team that values your expertise and encourages your growth in a collaborative environment. If you're passionate about technology and eager to make an impact, this role is for you.

Benefits

Flexible Work Hours

Work from Home Days

Fitness Allowance

Dental and Vision Insurance

Fully Stocked Kitchen

Team Lunches

Employee Lounge

Travel Incentives

Massage Chair

Monthly Employee Events

Qualifications

• 4+ years in support engineering with database and SQL knowledge.
• Excellent troubleshooting skills and strong communication abilities.

Responsibilities

• Act as primary contact for installation and technical training.
• Monitor software health and resolve issues proactively.

Skills

Support Engineering

Database Knowledge

SQL

Networking Troubleshooting

Communication Skills

Organizational Skills

Education

Undergraduate Degree in Computer Science

Tools

.NET Core

JavaScript

TypeScript

PowerShell

MS SQL

Oracle

DB2

Azure

Docker

Kubernetes

Windows

Linux

Job description

What we’re hoping you will achieve … (circa 2026) one year from now..

Your potential story, one year from now……. We’d 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:

• 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 team’s 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 Tangam’s 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 can’t wait until next year. Now Back to Today. If you’d like this story to be yours, apply now.

Who we are

http://www.tangamsystems.com

Tangam Systems is a small, profitable, and 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. Our software product helps casino resorts optimize their operations and logistics in order to increase profitability and enhance the patron experience. Our software takes the complexity out of data analytics and makes data understandable and actionable to ordinary users. Our global client base includes operators in China, United States, Australia, New Zealand, United Kingdom, and Canada. 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.
• Must be willing and able to travel internationallyup to15% of working time.
• 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 you’ll learn:

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

• Languages: .NET Core, JavaScript, TypeScript, PowerShell
• Web Server: IIS, NGINX
• Databases: MS SQL, Oracle, DB2
• Infrastructure: Azure, Docker, Kubernetes
• Operation Systems: Windows, Linux
• Development Processes: Agile, CI/CD

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 [e-mail].