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Technical Support Engineer

2 months ago

Toronto, Ontario, Canada Ataccama Full time
About the Role

At Ataccama, we're seeking a highly skilled Software Support Specialist to join our team. As a key member of our support team, you will be responsible for providing top-notch technical assistance to our customers, ensuring their success with our products.

Key Responsibilities
  • Technical Issue Resolution: Assist customers in resolving technical issues related to our products and their integration with third-party software.
  • Customer Communication: Represent Ataccama through daily communications with customers via JIRA and Zoom to resolve support tickets.
  • Advanced Analytics: Solve complex analytic issues related to our products and their integration with supported third-party software.
  • Knowledge Sharing: Continuously expand your knowledge of our products and related third-party software, including database management systems, identity and access management providers, and web application servers.
  • Documentation and Knowledge Base: Leverage your knowledge to contribute to our documentation and knowledge base.
  • Support Request Analysis: Analyze support requests and escalate product bugs to product management.
  • Team Collaboration: Work closely with various teams within the company to ensure seamless support delivery.
  • Task Management: Manage your day and prioritize tasks on your own.
Requirements
  • Experience: 2+ years of experience in a customer-facing technical role.
  • Interpersonal and Communication Skills: Strong interpersonal and communication skills while working with customers and internal team members.
  • Technical Skills: Knowledge of SQL and relational databases, Linux shell commands.
  • Language Skills: Excellent English language skills, both written and spoken.
  • Algorithmic Thinking and Troubleshooting: Algorithmic thinking and a troubleshooting mindset.
  • Ownership and Organizational Skills: Strong sense of ownership and organizational skills.
  • Pressure Management: Ability to work under pressure.
Preferred Technologies
  • Networking Knowledge: Familiarity with general networking knowledge.
  • Integration with Active Directories: Knowledge of integration with customer active directories.
  • XML, XSLT, and APIs: Familiarity with XML, XSLT, and any APIs (SOAP / REST / JSON).