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Senior Technical Support Specialist

2 months ago

Toronto, Ontario, Canada illumin Inc. Full time
About the Role

We are seeking a highly skilled and experienced Senior Technical Support Specialist to join our team at Illumin Inc. as a Production Support Lead. This is a critical role that requires a strong technical background, excellent leadership skills, and a customer-centric approach.

Key Responsibilities
  • Technical Leadership
    • Provide advanced technical expertise and support for our flagship product, Illumin, and other systems.
    • Take ownership of complex support tickets, conducting in-depth technical investigations, and performing system administration tasks.
  • Collaboration and Mentorship
    • Mentor and collaborate with fellow Support Engineers, UI, Back-End, Data, DevOps, QA, and Product teams to efficiently resolve product issues and defects.
  • Service Delivery
    • Ensure adherence to Production Support Service Level Agreement (SLA) timelines, driving open tickets to closure with a focus on maintaining high service standards.
    • Respond to system-generated alerts related to failures on the application platform, providing expert-level problem-solving to mitigate and resolve issues.
  • Process Improvement
    • Develop and document standards, processes, and procedures, focusing on best practices and effective issue resolution.
    • Identify, lead, and implement improvement & automation opportunities proactively, driving product success and operational efficiency.
  • Team Support
    • Support on-call rotations, ensuring the team is supported and prepared to handle critical issues.
Requirements
  • Education
    • Bachelor's degree or diploma in Computer Science, Software Engineering, or a related field.
  • Experience
    • 6+ years of experience in a production support role with a strong background in SQL and the ability to write complex DB statements on the fly.
    • 3+ years of experience working in Software-as-a-Service (SaaS) customer service.
  • Skills
    • Proven leadership and mentorship skills with a track record of guiding teams through complex issues.
    • Excellent verbal and written communication skills, with experience working in a professional environment.
    • Strong analytical/critical thinking skills with the ability to manage multiple high-priority tasks simultaneously.
    • Exceptional time management, organizational, and planning skills.
    • Strong collaboration and team-building abilities, with experience leading cross-functional teams.
  • Nice to Have
    • Experience with Confluence, JIRA, Service Desk, or other support desk applications.
    • Familiarity with Kibana, Kafka, Big Data/Hadoop, Jupyter Notebook, Spark.
    • Programming knowledge with Python, JavaScript, HTML, Containerization (Docker/ Kubernetes).
    • Experience working in Digital Advertising technology.