Technical Support Specialist

Auvik Networks; Toronto; Remote; CAD 53,000 - 63,000; Full time

Job summary

A leading technology company, Auvik Networks, seeks a Technical Support Specialist in Toronto. In this full-time role, you'll provide exceptional customer support, assist users in leveraging network management software, and collaborate closely with engineering teams. Join a firm focused on transparency, growth, and building an inclusive workforce, while working on a flexible schedule.

Benefits

Flexible paid time off

Health and dental benefits plan

Wellness spending account

Remote working subsidies

Stock options for employees

Qualifications

• Knowledge of basic networking concepts (Routing, Switching & Firewalling).
• Strong technical aptitude with quick learning ability.
• Experience with client-facing technical support appreciated.

Responsibilities

• Provide accurate and friendly technical support to customers.
• Assess and document suggestions for product functionality improvements.
• Manage incoming customer requests efficiently.

Skills

Customer Service

Trouble Shooting

Technical Support

Networking

Communication

Job description

• You want to work at a company that is building impactful relevant technology. Auviks network management software helps IT teams by automating timeconsuming tasks streamlining operations and mitigating risk. Its more important than ever to be able to remotely monitor and manage network infrastructure and with Auvik IT professionals have that essential visibility and control.
• You want to work with a leadership team who are transparent and trustworthy. Our senior leaders have a vision for Auvik. They are experienced knowledgeable approachable and consistently working hard to drive success both for the company and the team of people who make it happen.
• You want to work with a product customers love. People rave about what weve builtour latest NPS was 57 (phenomenal!. Our customers are smart aspirational and highly technical. It pays to get the details right.
• You want regular opportunities for learning and growth. With ongoing feedback from leadership youll find that Auvik encourages you to be your very best. Our onboarding process is thorough and informative because we want to make sure youre prepared to have a great work experience. We also have programs designed to help you take the next steps you want for your career.
• You want the flexibility to manage your work your way. Were a fully distributed team and were prepared to continue to support working from home (or the space you choose!. We trust you to get the job done where you feel most comfortable and effective.

Whats this role about

Rule #1 of the Auvik Way : Wow our customers! As a key part of Auviks technical support team your focus will be on helping the users of our network management software to be as productive and happy as possible. Drawing on your technical aptitude and strong people skills youll work closely with our engineering partner success and sales teams to answer questions solve problems clear roadblocks and build positive relationships with our customers.

What will I be doing

Theres never a dull moment in this role! Every day you will :

• Provide useful accurate and friendly technical support to Auvik customers by chat email web & phone and other channels as required
• Help customers by clearly identifying problems researching answers and guiding them through corrective steps
• Assess and document suggestions for new or improved product functionality based on customer feedback that our engineering team should implement
• Document new or updated support information in knowledge base articles
• Effectively manage large numbers of incoming customer requests
• Work to keep customer churn at zero by consistently providing an outstanding customer experience

What are we looking for

• Knowledge of basic networking concepts (Routing Switching & Firewalling)
• Strong technical aptitude and ability to learn quickly
• A selfstarter that works well in a team environment
• A people person with a friendly and positive manner
• Great communication skills both verbally and in writing
• Good analytical and problemsolving skills
• Grace under pressure with softskills experience
• Experience with technical product support
• Ability to multitask prioritize and manage time effectively

Are there bonus points

• Prior experience supporting client facing technical support
• Basic knowledge of Linux including scripting with Python / BASH
• Basic understanding of relational databases (SQL)
• Experience using Slack Zendesk and JIRA
• Experience with configuration of networking hardware (Cisco Fortinet SonicWall

Important Schedule Information (Please Read Before Applying)

This is a fulltime permanent position that primarily operates on a 4 : 00 a.m. 12 : 30 p.m. Eastern Time schedule.

While there may occasionally be opportunities to work an 8 : 30 a.m. 5 : 00 p.m. ET shift the expectationand likelihoodis that team members will work the early shift on a consistent longterm basis.

By applying you are confirming that you are both available and willing to work the 4 : 00 a.m. 12 : 30 p.m. ET shift fulltime.

About Auvik

Auvik makes network management easier. Our software provides the visibility and automation IT professionals need to focus on the work that delivers the greatest value to their organization. Today Auvik helps IT teams manage more than four million devices on over 50000 networks worldwide.

Auvik is one of the fastest growing North American technology companies and is winner of the Deloitte Technology Fast 50 Deloitte Fast 500 and was recognized as the #1 ranked Canadian company in the FT Americas Fastest Growing Companies list.

Were focused on building a diverse and inclusive workforce. If youre excited about this role but do not meet 100 of the qualifications listed above we encourage you to apply. We are happy to make any accommodations you may need throughout the interview process as well. Dont have a working webcam We will help you find a space you can conduct your interview from Have kids or pets in the background Dont worry about it. Just let us know what you need when we reach out to schedule and we will make it work!

Auvik is an Equal Opportunity Employer and considers applicants for employment without regard to race colour religion sex orientation national origin age disability genetics or any other basis forbidden under federal provincial or local law.

At Auvik our compensation philosophy is to be market competitive reward performance reflect our commitment to equity and maintain transparency with our employees. We have defined job levels and compensation ranges for each of our markets we employ based on research from various sources of market data which are reviewed on a regular basis.

The hiring range for this position is listed below. Compensation offered for candidates in this role is based on a number of factors including jobrelated skills knowledge and experience. These factors may cause your compensation to vary within the range outlined below.

In addition to cash compensation all fulltime employees are granted stock options to share in Auviks future successes. Auvik employees are eligible to participate in additional benefits and programs including our comprehensive health and dental benefits plan Wellness spending account GRSP matching program flexible paid time off paid parental leave program and are eligible for remote working subsidies.

Salary Range : 53000 $62500 CAD

Required Experience :

Unclear Seniority

Key Skills

Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Employment Type : Full Time

Experience : years

Vacancy : 1

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Technical Support Specialist • Toronto, Ontario, Canada