Senior Analyst, Technical Support

3 weeks ago

Calgary, Canada Blackline Safety Full time

Our fast-growing company is currently hiring a Senior Technical Analyst to join our dynamic and collaborative Technical Support team. As a Senior Technical Analyst, you will play a crucial role in resolving complex technical issues and providing innovative solutions to our customers.

Who you are

You believe in a customer-focused company and want to be part of a team that provides world-class customer experiences. By 'Going the extra mile' you support your team to produce high-quality results to ensure our customers are safe. Innovation is part of your DNA and drives you to find solutions to everyday challenges. You are resilient and do not shy away from new or changing priorities. Your logical approach contributes to meeting our service level by overcoming obstacles quickly and with integrity. You demonstrate leadership with your positive attitude and desire to contribute to Blackline Safety's success in every detail of your day.

What you do

  • Provides technical expertise, guidance and escalation support to our first level Technical Support Analysts globally.
  • Responds to technical support trouble requests pertaining to hardware, software, firmware, and network connectivity to meet department service levels.
  • Liaises with the Quality and Engineering teams to highlight and resolve technical product issues.
  • Identifies technical problem trends and collaborates with internal teams to validate, determine root cause, and take corrective action.
  • Makes recommendation for product improvements to drive down customer trouble calls based on data from reported cases and feedback from within Blackline.
  • On behalf of the technical support team, acts as project manager to understand and resolve problems, implement corrective steps & procedures, and introduce solutions to the Technical Support team.
  • Conducts discovery calls with stakeholders relating to concerns with products and prepares professional recommendations for corrective action.
  • Plans, coordinates, and travels to customer locations to assist with technical site planning and problem analysis.
  • Supports Blackline's Client Success Managers with customer key accounts to provide technical expertise where needed.
  • Collaborate with the Sales Engineering team to answer and resolve complex technical questions and provide priority escalation support.
  • Work with Product Management to support the implementation of new products and services within technical support. Acts as an advisor on the initiatives to ensure that the interests of customer care are considered as part of the change management process.
  • Identify process improvements for the overall department and makes recommendations for improvements to our tools for troubleshooting
  • Keeps accurate records of technical problem investigations within the department CRM (NetSuite) and JIRA tracking system. Provides regular updates to stakeholders on the status of problem resolution.
  • Creates professional customer facing reports to explain outcomes of investigations and assists in the customer education process for better understanding of Blackline products.
  • Creates content to improve Blackline's public support site and reviews existing content for accuracy.

Skills, Experience and Aptitudes:

  • Minimum 5 years' experience in a senior technical support or technical service capacity
  • Technical diploma or degree from a recognized institution
  • Demonstrated intermediate to advanced analytical skills and aptitude
  • Understand wireless standards and configure wireless devices
  • Ability to communicate technical issues to users of various backgrounds professionally, using appropriate language for the audience
  • Advanced verbal and written business communication skills that are clear, concise, courteous, and professional
  • Understand how to support, configure, manage and troubleshoot connectivity devices
  • Intermediate to advanced application of analytics tools (Power BI, Tableau etc.) and ability to produce meaningful data
  • Intermediate or higher skillset with Microsoft Office tools
  • Understanding API and working with authentication and authorization
  • Background reading electronic schematics and troubleshooting circuit boards considered an asset
  • Experience working with and troubleshooting within a diverse technology portfolio; hardware, software, telecom, networks.
  • Gas detection experience or knowledge is considered an asset
  • Demonstrated project management and organizational skills
  • Detail-oriented and thrives in a fast-paced environment
  • Proactive in your approach to problem determination and resolution
  • Ability to travel globally with a clean drivers abstract
  • Fluent in written and spoken English.
  • French, Spanish or other languages would be considered an asset

Job Type: Full-time

  • Hybrid (in office 3 days per week)

Education:

  • Technical Diploma/Degree from a recognized institution

Location

  • Calgary, AB

Travel:

  • 10-15%

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