Product Support and Documentation

3 weeks ago


Burlington, Canada ComQi Canada Inc. Full time

ComQi Canada is the software technology division for ComQi Inc., a global provider of in-venue customer and employee engagement technology and John Ryan, a global provider of customer engagement technology targeted at the financial sector. Our software products influence consumers at the point of decision making using a wide range of digital touch-points including digital signage, touch-screens, kiosks, mobile phones, web, and social media. ComQi Canada’s mission is to provide an end-to-end client engagement solution that provides our clients with rapid ROI and our end users an enjoyable user experience to help drive product sales. ComQi Inc. is headquartered out of New York, with R&D facilities in Burlington, Ontario.

**The Opportunity**

This position will also be responsible for writing and updating product documentation to become a product expert. Training will be provided and ongoing due to the dynamic and ever-changing landscape of needs of our proprietary software environment. The ability to multi-task and track many issues is critical to being successful. The position requires the ability to work both independently and with other teams in a fast-paced, technology environment.

**Responsibilities**:

- Triage issues reported by the Operations and Customer Support teams utilizing Freshdesk and Jira tools
- Systematically test and troubleshoot issues to determine the root cause
- Write and update product documentation
- Advocate for the customers to have fixes scheduled into releases
- Communicate status updates with customers and the organization
- Maintain a complete working knowledge of all company products
- Track / prioritize fixes and work with Product Owner to schedule into releases
- Facilitates root cause analysis and incident reviews for internal production issues
- Validates fixes and work with Operations and clients on a deployment plan
- Assist to the management of our Development and QA environments
- Assist in the development and support of our automation scripts (build / deploy / test)

**Desired Skills and Experience**:

- Excellent interpersonal, verbal, and written communication skills
- Excellent problem solving / analytics skills.
- Knowledge of PC Hardware / Software / Operating Systems
- Knowledge of networking, connectivity, and network protocols
- Knowledge of Cloud Technologies (GCP, Azure, AWS)
- Experience in general IT troubleshooting
- Willingness to learn new skills and have a keen interest in technology
- Ability to work in a fast-paced, dynamic, and deadline-oriented environment
- Strong work ethic to handle multiple requests with exceptional follow-through
- A self-starter who is not afraid to take on challenging problems
- Customer focused
- Familiarity with Linux
- Interest in software development (Java,.Net, Python)
- Familiarity with JIRA, Freshdesk and Confluence
- 3+ years experience in a Software Support or IT Role
- Bachelors degree in technology / engineering or equivalent work experience

Nice to have skills:

- Knowledge of Cloud Technologies (GCP, Azure, AWS)
- Knowledge of Video Technologies (video codecs, image types)
- Knowledge of display technologies (large LCD screens, video walls)
- Experience in CI/CD technologies (Maven, Jenkins)

What ComQi Will Provide:

- Competitive Salary
- Full Benefits Package including Medical and RSP matching
- Experienced and innovative team where your efforts will be appreciated and recognized

**This is NOT A REMOTE POSITION** - YOU WILL BE WORKING OUT OF OUR BURLINGTON, ONTARIO OFFICE. ComQi is developing a hybrid work model, a few days in the office every week or two, however, it is expected that this role will require more in-office work due to equipment set ups, etc.

ComQi makes certain there is an equal employment opportunity for all employees and applicants for employment, including persons with disabilities. In compliance with AODA, ComQi will strive to provide accommodation to persons with disabilities in the recruitment process upon request.

**Salary**: $65,000.00-$80,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Burlington, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Computer networking: 1 year (preferred)

Work Location: Hybrid remote in Burlington, ON

Application deadline: 2023-02-24



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