Technical Support Engineer

MGIS Inc; Halifax; Remote; CAD 60,000 - 80,000; Full time

Job summary

A cybersecurity company is seeking a Technical Support Engineer to troubleshoot technical issues and provide exceptional customer support. Responsibilities include delivering effective solutions, managing client communication, and collaborating with teams to enhance service. The ideal candidate has 2+ years of support experience, strong communication skills, and a relevant degree. This position offers a full-time remote opportunity with competitive pay.

Qualifications

• Solid experience in troubleshooting software issues.
• At least 2 years in a technical support role within the software or tech industry.
• Relevant technical or cybersecurity certifications are a bonus.

Responsibilities

• Deliver timely, accurate, and effective solutions to technical issues.
• Oversee the escalation of complex issues to internal teams.
• Provide professional and clear communication with clients.

Skills

Troubleshooting software issues

Strong communication skills

Command-line tools

SQL query optimization

Customer-first mindset

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

Linux

Java

Groovy

NoSQL databases (e.g., Neo4j)

Nginx

Apache Tomcat

IntelliJ IDEA

JIRA

Job description

We're looking for a Technical Support Engineer to join our team. This role is essential in ensuring a high level of customer satisfaction by troubleshooting technical issues and providing expert-level support for our software products.

What You'll Do

Customer Support: Deliver timely, accurate, and effective solutions to technical issues reported by customers via phone, email, or chat. Investigate problems by reviewing error logs, querying databases, replicating issues, and conducting root cause analyses. Identify and report software bugs or defects to the engineering team for resolution.

Case Handling: Oversee the escalation of complex issues to other internal teams such as engineering, while ensuring a smooth and positive customer experience. Keep support cases well-documented and maintain clean, up-to-date records.

Client Communication: Provide professional and clear communication with clients, including regular updates on issue resolution progress. Build and maintain strong, long-term customer relationships.

Product Knowledge: Develop a comprehensive understanding of the product's features and integrations to offer high-quality support. Stay informed on new releases, industry trends, and evolving technologies to improve your effectiveness.

Team Collaboration: Coordinate with cross-functional teams—including engineering, product management, and professional services—to ensure efficient and unified support for our clients.

What You Bring

• Support Experience: Solid experience troubleshooting software issues, plus familiarity with object-oriented programming concepts and basic network and database management skills.
• Communication: Strong communication and problem-solving skills, paired with a customer-first mindset.
• Technical Know-how: Competent with Linux and command-line tools. Working knowledge of relational databases and 3-tier system architectures.
• Experience with technologies such as Java or Groovy, NoSQL databases like Neo4j, and platforms like Nginx, Apache Tomcat, IntelliJ IDEA, and JIRA is a definite asset.
• Skilled in writing and optimizing SQL queries or similar database query languages for investigating issues and supporting customers.
• Experience: At least 2 years in a technical support role within the software or tech industry.
• Education: A bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Relevant technical or cybersecurity certifications are a bonus.

Why Work With Us?

You'll be part of a collaborative, forward-thinking team working on meaningful projects that help secure businesses around the world. We offer a dynamic workplace, opportunities to grow your skill set, and the satisfaction of making a real impact in the cybersecurity space.

If you're passionate about technical support and excited to contribute to a team that values excellence and innovation, we'd love to hear from you.

We believe in creating a workplace that is inclusive and free from any form of discrimination or prejudice. Our commitment to diversity and inclusion is at the forefront of everything we do, and we strive to build a team that reflects the communities we serve. We are dedicated to promoting anti-racism and creating a welcoming and respectful environment for all employees. We encourage candidates from diverse backgrounds and experiences to apply, and we are committed to providing equal employment opportunities to all employees and applicants.

Job Types: Full-time, Permanent

Pay: $21.00-$24.00 per hour

Expected hours: 40 per week

Work Location: Remote