Support Engineer

2 weeks ago

Toronto, Ontario, Canada Videri Inc. Full time

Videri is the first digital transformation platform of its kind and is reinventing the digital signage world as we know it. Through an innovative combination of software, hardware, and product vision, we are changing how the world views digital marketing, digital communications and digital out of home (DOOH).

Videri is seeking a Customer Support Engineer to join our team. The Customer Support Engineer is responsible for assisting customers with support concerns, challenges, as well as recommending solutions to address any needs they may have. The role will partner with Product and Development teams by identifying and troubleshooting issues, researching answers, and escalating to the appropriate team when necessary.

The ideal candidate will be required to work the hours of 2am EST-10am EST.
This role is open to candidates in the greater Toronto or Southwest Ontario area. The candidate is expected to have a swift ramp-up period (1-3 months).

Responsibilities:

  • Provide effective technical support to customer inquiries regarding our products via ticketing system, phone, and video calls in a timely manner
  • Gain knowledge of our products to provide our customers with a high-level degree of service to maintain excellent customer satisfaction
  • Identify, reproduce, and troubleshoot issues as needed
  • Write and maintain internal and external documentation pertaining to product usage, hardware, and software to improve our internal knowledge base
  • Develop strong internal partnerships to resolve complex customer issues
  • Coordinate system, software, and firmware updates
  • Follow all processes and procedures, including but not limited to on call and triage rotations
  • Test and document new features; report any issues and monitor their resolutions
  • Attend internal training sessions and departmental meetings

About you:

  • 3-5 years of customer service experience preferably in an IoT environment
  • Associate or bachelor's degree or college diploma, Computer Engineering or a related quantitative field
  • Operating Systems: Linux, iOS, Mac OS X, Android
  • Software: AWS, Python, Atlassian Suite, JSON, Zendesk, Postman, JIRA
  • Protocols: XMPP, MQTT, HTTP, TCP/IP, as well as newer messaging protocols we may implement in the future to stay ahead of the curve in an evolving industry
  • Strong verbal and written communication skills
  • Ability to predict possible issues and look for opportunities for improvement

Nice to Have:

  • Good to have: Audio/Video encoding, IoT devices, Wi-Fi, and Bluetooth security protocols

What we provide:

  • Competitive salary commensurate with experience
  • Medical, dental, vision insurance
  • Unlimited PTO
  • Remote friendly environment

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