Technical Support Specialist

5 days ago

Montréal, Canada Aptos LLC Full time

**Making a job change is a big decision. Why consider Aptos?**

You will join a team of remarkable colleagues who are committed and passionate about creating and delivering leading-edge solutions to the retail market. You will be part of an exciting growth journey where we will do everything possible to help you reach and exceed your career dreams. Our colleagues have access to industry-leading training and development opportunities, and the chance to work in a global, diverse culture with offices in 13 countries. You will be part of an inclusive culture that is grounded in our Company's purpose: to make a difference for **every colleague, every client, every day.**

With years of deep retail DNA, Aptos has been a market-leading platform that drives the world's largest retailers' product, promotion, commerce and merchandising decisions across online and brick-and-mortar operations. The opportunity at Aptos has never been greater, as we transition our solutions to cloud-native, microservices architecture. More than 135,000 retail locations impact nearly $2 trillion in annual revenue across fashion, grocery, drug, convenience, general merchandise, discount and sporting goods stores optimized with Aptos' solutions. We hope you'll be a part of taking innovative solutions to market with the leader in Unified Commerce.

Technical Support Specialist will provide high-quality, detailed technical support, and solutions for
business critical issues for the Merchandising, Warehouse Management System and Analytics products
by supporting the retail head office software. Possessing an advanced knowledge of products in the
retail domain and technical troubleshooting skills, you will work with Sr. colleagues and management to
address escalated incidents; and provide an outstanding customer experience.

Role & Responsibilities:

- Act as a point of contact for support efforts for customers, coordinating with the support lead on

incidents impacting product functionality and customer experience.
- Collaborating with a team of Technical Support Specialists.
- Perform problem re-creation and failure analysis utilizing a variety of testing equipment, tools, and

techniques.
- Provide detailed analysis and escalate problems cross-functionally to Tier 3 and Tier 4

Specialists.
- Prioritize and progress multiple assignments with tangible results.
- Proactively look for ways to improve processes and the customer experience.
- Provide clear communication and analysis to internal and external stakeholders.
- Effectively build and maintain relationships across the company, collaborating with cross
- functional peers to establish and maintain organizational best practices, processes and

methodologies.

Qualifications:

- Bachelor's Degree in a Computer Science or related technical field or equivalent experience
- 2+ years of experience problem solving and providing advanced support within fast-paced and

constantly changing environments.
- Experience writing SQL queries/scripts
- Proven track record of effective technical troubleshooting.
- Ability to function effectively as a point of contact in escalated cases, and collaborating with Team

Lead and customers.
- Ability to multitask and prioritize while still professionally performing and communicating in

stressful and high impacting situations.
- Excellent customer service, interpersonal, collaboration and communication skills. Possesses the

ability to explain technical items in a non-technical way.
- Flexibility to work as part of a rotating on call schedule.

Preferred Skills
- Knowledge of server, hardware and network technology is a plus.
- Salesforce Service Cloud/JIRA/Atlassian experience is a plus

LI-TM1

We offer a competitive total rewards package including a base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility.

Aptos is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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