It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description: 

Your Responsibilities:  

Providing support in a 24x7x365 to customers in a follow the Sun model in collaboration with other offices located in Canada and Australia.   Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert and providing level two diagnoses and issue resolution on our Platform.  Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams  Monitoring systems and handling events, proactively recognizing and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management)  Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)  Document, publish and maintain knowledgebase articles to help optimize the workforce  Drive operational efficiency and improvements  

Requirements to you:  

2+ years of experience working in capacity of Technical Support or similar  Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL Experience working with Monitoring tools (desirable Zabbix, Monitis)  
Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP Basic understanding or experience working on Linux environments   General understanding of technologies on Apis webservice: JSON, REST, OAuth,..  Experience in Microsoft technology stack, including .NET, Commerce Server, Share Point, SQL and TFS.Experience in Web Technologies such as .NET Framework 3.5 or higherKnowledge of SSIS, ASP.Net, C#, CSS, XML, JavaScript, Visual Studio, TFS/JIRA, IIS, FTP & Web ServicesKnowledge of Monitoring/logging tool is a plusKnowledge of JIRA, Confluence are an advantageFlexibility working some weekends   Passion for providing exemplary customer service, strong customer focus  Eager to learn new technologies  Good verbal and written professional communication, fluent in French & English.  Self-motivated and proactive in performing duties  Attention to detail  Team player   
   
 
Nice to have. Exposure to:  ITIL certification  
Microsoft Azure certification  Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP  Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL  Exposure to virtualization and orchestration technologies such as Docker and Kubernetes  Experience with CloudBlue Commerce platform