Technical Support Analyst

3 months ago

Dartmouth, Canada Maplewave Full time

Hi, we’re Maplewave We’re a passionate, diverse team that brings innovative retail solutions to our telecom clients all over the world. What makes us different? We always strive to do what’s right - for our employees, clients, and partners. And we have a lot of fun too. So, whether you’re looking for exciting projects, a fun team environment, or a supportive employer that invests in your future, Maplewave has the dynamic career you’ve been waiting for.

This role will be a Dartmouth-based in office / hybrid position.

**The Opportunity**:
While managing customer interactions through Maplewave’s support platform, the Technical Support analyst will own and keep customers updated as to progress (including, as required ownership of ticket review meetings) while working to resolve within Service Level Agreements (SLA). You will work closely with cross-functional teams to troubleshoot and resolve technical issues, monitor system performance, and implement preventive measures to minimize downtime. Your expertise in problem-solving and your proactive approach to support will be essential in meeting our customers' expectations and maintaining high levels of satisfaction.

**Duties and Responsibilities**:
1. **Troubleshooting**: Investigate root causes of production issues by analyzing logs, monitoring system performance, and conducting thorough investigations. Implement effective solutions to prevent recurrence and improve system reliability.

2. **Customer Support**: Provide timely and professional support to customers experiencing production-related issues. Communicate effectively to manage expectations and keep stakeholders informed throughout the resolution process.

3. **Incident Management**: Respond promptly to production incidents including those after hours, assess their impact, and prioritize resolution based on severity levels. As required, escalate too and coordinate with internal teams and external stakeholders to ensure timely resolution and mínimal disruption to operations.

4. **Learning Investment**: Makes use of all available materials, including but not limited too; Confluence, Technical Documentation, Jira, Freshdesk, SharePoint, Demo/Walkthrough product reviews to educate and stay on top of all applicable products, technologies, operating systems to enable the ability to deliver support to customers.

5. **Documentation**: Create and maintain detailed documentation of production processes, configurations, and troubleshooting procedures. Ensure that knowledge is effectively shared among team members to enhance collective expertise.

6. **Change Management**: Collaborate with development teams to review and validate proposed changes to production systems. Participate in change implementation activities and ensure adherence to established processes and best practices.

7. **Continuous Improvement**: Identify opportunities to enhance production support processes, tools, and methodologies. Propose and implement improvements to increase efficiency, scalability, and reliability of production environments.

**Requirements**:

- 2+ years of experience in production support roles.
- 4+ years of experience in development and/or as a Business Analyst/Technical/ Functional Analyst role developing functional designs.
- Experience with Telecommunications/retail sectors an asset.
- Experience working with Maplewave Software an asset.
- Familiar with ISTM/ITIL processes
- Comfort with the following development languages and IT environments: Delphi, C#,.net, C, Ruby, Linux, MySql.
- Experience with REST and SOAP APIs
- Experience with containerization and orchestration tools (e.g., Docker, Kubernetes).
- Deep understanding of cloud platforms (e.g., AWS, Azure, GCP) and IaC concepts.
- Ability to be a leader on a multi-functional team.
- Ability to focus on issues by priority and see them to resolution and documentation.
- Broad range of knowledge and skills and ability to connect with stakeholders to gain additional information.

**Our Benefits**:

- Group benefits plan
- Health spending account
- Paid time off
- 35-hr work week
- On-going training & development platform
- Half Days on Friday in August

**About Maplewave**:
Can you remember the last great retail experience you had? At Maplewave, we believe a fast, exciting, immersive, in-store retail experience will create long-term relationships between a Telco provider and their customers. Through the development of innovative products, exceptional service, and a customer-focused culture, we are revolutionizing Telco retail. Our team of extraordinarily talented people have built cutting-edge products and services that transform and humanize the retail experience - and we’re growing fast We’re sure you’ll love working here.

**Job Types**: Full-time, Permanent

Pay: From $50,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance

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