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Support Engineer

2 weeks ago

Montreal, Quebec, Canada Axiell Group Full time

Axiell helps over 13,000 customers share cultural information and knowledge with the world. Our platforms, software, and services help customers manage their collections, preserve cultural heritage, enhance learning, promote reading, and increase public engagement and accessibility.

Our customers are libraries, museums, archives and schools in 60+ countries.

We develop innovative digital tools to transform the way our clients' organizations work and communicate with their customers. We do this from 20+ offices worldwide, with headquarters in Sweden. If you want to know more about us and our products, please visit

WORK DESCRIPTION

Are you the one we're looking for? With a passion for technology and helping customers

We are looking for a highly skilled and motivated Support Engineer to join our dynamic team. As a Support Engineer at Axiell you will be the first point of contact for our clients, providing technical support and troubleshooting to ensure customers satisfaction. You will work closely with other departments, including product development and quality assurance, to resolve issues quickly and effectively.

You will report to our Customer Support Manager for Axiell ALM North America.

ABOUT THE ROLE

You will…

  • Monitor and manage customer issues using ticketing systems like Jira or Azure DevOps.
  • Communicate and interact with customers to understand and resolve support issues.
  • Test the changes to ensure smooth deployment and functionality.
  • Continuously work with improving support processes and our tools available for our clients.
  • Coordinate and manage customer expectations––identify the source of problems, recommend solutions, document, and notify the development team to make enhancements.
  • Manage JIRA/DevOps queues.
  • Provide timely updates to customers and stakeholders on issue status
  • Have the opportunity for hybrid work

ABOUT YOU

You are a positive, proactive and solution-oriented individual with a passion for helping others. You have a strong technical expertise, combined with excellent communication skills, both in writing and verbally. You are a team player who enjoys collaborating with colleagues, but you can also work independently when needed.

You are detail-oriented, organized and have a desire to continuously learn and improve your skills.

As a Support engineer, you are responsible for diagnosing and resolving technical issues efficacious.

Requirements

  • You have a degree in Computer Science or relevant discipline
  • You have 1-2 years of experience of similar role
  • Experience working with Linux/Unix based systems
  • Knowledge of programming languages like C++, Java, Perl, Python
  • Experience with React based frontend frameworks (React Bootstrap, React Redux), Web Servers (Jetty) & related web technologies like JavaScript, HTML, XSL
  • Experience working with IDEs like Eclipse, VS Code.
  • Experience of Version control systems like Git, CVS.
  • Knowledge of working with Issues/Project Tracking systems like JIRA, DevOps.

WHAT CAN WE OFFER YOU?

  • Competitive salary and benefits
  • Opportunities for professional development and growth
  • Work with a talented and collaborative team in a fast-growing company

SOUNDS GREAT HOW DO I APPLY?

If you are passionate about problem-solving and enjoy working in a collaborative environment, we'd love to hear from you

To apply, please send us your up-to-date resume and covering letter explaining why you are interested in the position, how you are uniquely qualified for the role, and
(your salary expectations.)

Don't meet every single requirement? At Axiell, we are dedicated to building a diverse and inclusive workplace and are committed to the principles of employment equity. If you're excited about this role but your experience doesn't align perfectly with every qualification, we encourage you to apply anyways and tell us why you are the perfect candidate we're looking for