This position is based in our Buffalo, NY office with the opportunity to work a few days remotely per week. We are looking for a Technical Support Engineer to join our high-performing support team and provide technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top-notch customer experience.

Your role:

Responding to inbound Billing and Technical service requests over the phone and email per day directly with customers Accurately and efficiently log all issues and status updates in our internal tracking system Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success Evaluate and provide resolution for complex customer Billing inquiries Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end user issues Supporting multiple cloud solutions (I.e. Symantec, Acronis, Dropbox, Microsoft O365) Contributing to the development of service desk processes and procedures Interacts closely with various departments and vendors to provide timely resolution on issues Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert and providing 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) Drive operational efficiency and improvements

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Note:

This is not a complete list of tasks. What you bring to the role: Must be available to work weekends and after hours as needed High school diploma (or equivalent) required. Secondary degree preferred 2+ years of experience working in capacity of Technical Support or similar Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills Strong knowledge of Microsoft O365 Ability to prioritize user requests effectively and manage user expectations Ability to balance attention to detail with expeditious execution in a fast-paced environment working Passion for driving exceptional customer experience Previous experience troubleshooting and debugging SaaS cloud solutions is an asset Ability to work through ambiguity and thrive in a rapidly changing business environment Understanding of related terminology and concepts Strong analytical and problem-solving skills Experience working with Webservers and Databases - Apache, IIS, MySQL, MSSQL and PostgreSQL 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,.. Flexibility working some weekends and later hours to help fulfill a 24x7 business 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 Teamplayer Nice to have : 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 JIRA and Confluence