Lead Technical Support Specialist

3 weeks ago

Brampton, Ontario, Canada Survalent Full time

Lead Technical Support Specialist (Hybrid)

Are you enthusiastic about providing exceptional customer assistance and eager to enhance your technical expertise? Survalent, a software enterprise specializing in advanced distribution systems for the utility and energy sector, is seeking a Technical Support Specialist to deliver first-level support to clients encountering challenges with the Survalent ADMS solution platform. Below are some essential responsibilities associated with this role.

Key Responsibilities:

  • Oversee support cases from initiation to resolution by offering guidance and assistance (via email or phone).
  • Assist in troubleshooting issues related to Survalent software or escalate to the relevant personnel as necessary.
  • Deliver remote support services to clients for software setup, upgrades, database modifications, graphics development, and related tasks.
  • Diagnose communication problems between SCADA systems and end devices.
  • Develop Knowledge Articles based on observed support issues.
  • Provide technical assistance to internal staff facing technical challenges.
  • Participate in after-hours support on a rotational basis with fellow Support team members.
  • Perform additional duties as required.

Qualifications:

  • Bachelor's degree in electrical engineering or a relevant combination of education and experience.
  • Strong English communication skills, both written and verbal.
  • 3-5 years of experience in roles related to automation/control systems.
  • Background in Technical Support/Customer service.
  • Solid understanding of TCP/IP network communication.
  • Proficiency in Microsoft Windows (both Server and PC level).
  • Familiarity with Microsoft SQL Server and IIS.
  • Experience with SCADA (Utility/Process) and OMS/DMS is advantageous.
  • Knowledge of Power Engineering and Distribution Networks is a plus.
  • Customer-oriented with the ability to perform under pressure.
  • Strong multitasking capabilities.
  • Problem-solving skills with a creative approach.
  • Self-driven with empathetic listening abilities.

This is a full-time permanent position reporting to the Customer Support Manager. We offer a competitive compensation package that includes excellent benefits and a profit-sharing plan.

About Survalent:

Survalent Technology Corporation is a leading provider of real-time smart grid management systems, enabling visualization, optimization, and enhanced operations for utilities. For over six decades, we have supported more than 700 utilities in leveraging operational data to boost reliability, efficiency, and customer service. Our proven SCADA, Distribution Management System (DMS), Outage Management System (OMS), and Substation Automation (SA) solutions empower utilities to transform data into actionable insights.

Survalent is committed to fostering a diverse workplace and encourages applications from women, individuals of all races, colors, creeds, ancestries, ethnic origins, sexual orientations, gender identities or expressions, ages, religions, national origins, citizenship statuses, disabilities, marital statuses, family statuses, and those with disabilities. We are an equal opportunity employer and are dedicated to providing accommodations for persons with disabilities.

We appreciate the interest of all applicants; however, only those selected for an interview will be contacted.

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