Technical Support Specialist

Auvik; Toronto; Remote; CAD 45,000 - 70,000; Full time

Job summary

An innovative company is looking for a Technical Support Specialist to enhance customer satisfaction through exceptional technical support. This role involves troubleshooting issues related to network management software and collaborating with engineering and sales teams to drive improvements. The ideal candidate will possess strong communication skills and a solid understanding of networking concepts. With a flexible work environment that supports remote work, this position offers a unique opportunity to grow in a dynamic and supportive atmosphere, making a significant impact on customer experiences.

Qualifications

• Experience in technical support or related fields is essential.
• Strong knowledge of networking concepts and hardware configuration.

Responsibilities

• Provide technical support via various channels to assist customers.
• Document interactions and contribute to knowledge base articles.

Skills

Networking Concepts

Technical Aptitude

Communication Skills

Multitasking

Technical Support Experience

Tools

Linux

Python

BASH

SQL

Slack

Zendesk

JIRA

Cisco

Fortinet

SonicWall

Job description

Join to apply for the Technical Support Specialist role at Auvik

Auvik is seeking a Technical Support Specialist to join our team. This role involves providing excellent technical support to our customers, helping them troubleshoot and resolve issues related to our network management software, and ensuring a positive customer experience.

Responsibilities

1. Provide technical support via chat, email, web, phone, and other channels.
2. Identify and troubleshoot customer issues, guiding them through solutions.
3. Document support interactions and contribute to knowledge base articles.
4. Collaborate with engineering and sales teams to improve product and customer satisfaction.
5. Manage multiple customer requests efficiently to maintain high service quality.

Minimum Requirements

• Knowledge of basic networking concepts (Routing, Switching, Firewalling).
• Strong technical aptitude and quick learner.
• Excellent communication skills, both verbal and written.
• Ability to multitask, prioritize, and work effectively under pressure.
• Experience in technical support or related fields.

Preferred Skills

• Experience supporting client-facing technical support.
• Knowledge of Linux, scripting (Python/BASH), and SQL.
• Familiarity with tools like Slack, Zendesk, JIRA.
• Networking hardware configuration experience (Cisco, Fortinet, SonicWall).

Schedule & Work Environment

This is a full-time, permanent position with a schedule primarily from 4:00 a.m. to 12:30 p.m. Eastern Time. Flexibility for occasional shifts is available. We support remote work and trust you to manage your work effectively from your preferred location.