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Technical Trainer and Documentation Specialist

4 weeks ago

Greater Toronto Area, Canada Apex Systems Full time

Technical Support Trainer & Documentation Specialist

Apex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for Technical Support Trainer & Documentation Specialist with 3-4 years in a similar role with experience in SQL, monitoring tools, and a strong scripting ability to place at our client.

Start date: ASAP.

Office Location: Toronto

Hybrid: Preferred on a weekly basis

Application Process: It is best to apply via the medium on which you are seeing this posting. If you encounter technical difficulties submitting your resume, please send a Word version of your resume to Diana at dbaraky@apexsystems.com.

Overview

Technical Support Engineers are key contributors to Our Client's Platform Support organization. In this role, you will leverage customer-facing expertise and be responsible for troubleshooting and addressing Our Client's Enterprise Retailers' technical questions and platform issues including incidents. You will research and implement solutions to prevent or mitigate customer issues through a combination of proactive support and monitoring. You will partner with their Engineering team and other cross-functional teams to provide the highest level of support and subject matter expertise to some of our largest and most strategic accounts. This is a suitable career opportunity for a highly motivated, customer-centric, self-directed individual who is interested in learning and supporting a cutting-edge and rapidly changing e-commerce SaaS/mobile platform.

About the Job

  • Manage multiple priorities and own your work from end to end.
  • Manage incoming external and internal stakeholder requests via the JIRA Service Desk.
  • Solve complex challenges - use your research and superior communication to provide clear and accurate resolution paths on incoming tickets in accordance with SLA's.
  • Recreate and replicate technical challenges with a mission to drive product change via configuration management, fixes, and deployments to client production and testing environments.
  • Contribute to the creation and enhancement of an application support specific customer knowledge base and document repository to be used for managing the technical specifics/requirements of each client.
  • Collaborate with our Product and Development Teams to build new features and fix bugs.
  • Develop and maintain comprehensive documentation, including user guides, FAQs, and troubleshooting guides, to support both internal teams and external customers.
  • Conduct training sessions for new hires, ensuring they are well-versed in company protocols, tools, and best practices.

Requirements

  • Bachelor's Degree/Technical Diploma in a technical field or 6+ years of equivalent practical experience in a technical support role.
  • 3-5 years of SaaS troubleshooting experience in a Technical Support capacity.
  • Technical experience and an understanding of:
  • Relational databases (ex. Microsoft SQL Server)
  • Linux environment.
  • Telemetry & Logging Tools (ex. DataDog, Dynatrace, New Relic, Sentry)
  • Incident, Ticket Management tools, and various plug-ins/automated workflows (ex. Jira).
  • Managing multiple testing environments (UAT, prod, etc.)
  • REST APIs, and how the web works.
  • Experience to look through and understanding code using programming languages such as XML, C#, Python, PHP, JavaScript/jQuery, Ruby, or similar.
  • Familiarity with Git and GitHub.
  • Communicate complex technical topics to customers and coworkers of varying technical skill levels.
  • Experience creating and maintaining customer-specific playbooks, SOPs (standard operating procedures), and operating manuals.
  • Experience in building strategic plans that enable handling multiple projects simultaneously.
  • Strong documentation skills with the ability to create clear and concise user guides and FAQs.
  • Experience in training and onboarding new team members.