Lead Technical Support Specialist

3 weeks ago


Old Toronto, Canada illumin Full time

We are transforming the advertising landscape, empowering marketers to connect with their audiences in powerful ways through real-time data and easy-to-use visual tools. Our flagship product illumin combines media planning and buying in an intuitive interface, allowing marketers to take complete control of their campaigns, meet customers wherever they are in the buying journey, and maximize the impact of their ad spend through personalized insights for smarter decision-making.

We are hiring a Senior Production Support Engineer to lead and oversee technical support for our cloud-based solutions. This role will involve mentoring junior engineers, managing critical support tasks, ensuring adherence to SLAs, delivering high-quality service and operational efficiency.

  • Lead and oversee product support, providing advanced technical guidance and ownership of complex issues and system administration tasks.
  • Collaborate across teams to diagnose and resolve product defects, working closely with Support Engineers, UI, Back-End, Data, DevOps, QA, and Product teams.
  • Mentor junior engineers, sharing your technical knowledge and fostering a collaborative, solutions-driven environment.

The ideal candidate has customer support experience from a Software-as-a-Service (SaaS) company, with a strong understanding of supporting cloud-based solutions. You should be able to read and interpret Java code, leveraging this skill to diagnose and resolve issues more efficiently. With advanced expertise in SQL, you can write complex database queries on the spot, enabling quick and effective troubleshooting. Experience with modern frameworks like Kibana, Kafka, Big Data/Hadoop, Jupyter Notebook, Spark, and containerization tools (Docker, Kubernetes) would be valuable. Programming knowledge in Python, JavaScript, and HTML is a plus but not essential.

In addition to a competitive salary, we offer excellent benefits and opportunities for growth and development. Whether accessing new technology, restructuring workflows, or expanding your team, you will have full support if you can make the business case. We are committed to diversity within our community and welcome applications from candidates who bring unique perspectives and experiences.

The estimated salary for this role is $120,000 - $150,000 per year, depending on location and experience. If you are a motivated and experienced technical professional looking for a challenging opportunity, please submit your application.



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