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Senior Technical Support Engineer

4 months ago

Québec City, Canada GoTo Full time

Description

Où vous travaillerez : n'importe où au Québec Le développement logiciel chez GoTo Nous sommes les pionniers de la technologie du travail à distance. Notre mission est de concevoir des logiciels de travail innovants et flexibles qui offrent à chacun la possibilité de vivre pleinement, au travail et ailleurs. En rejoignant notre équipe, vous serez encouragé à explorer de nouvelles idées, à repousser les limites et à relever des défis passionnants. Vos compétences et votre créativité contribueront à créer des solutions qui seront utilisées par des millions d'utilisateurs à travers le monde. Il s’agit là d’une occasion unique de voir l’impact concret de votre travail et d’aider à façonner la façon dont nos clients collaborent et interagissent à distance. Votre Quotidien En tant qu’ingénieur sénior en support technique au sein de l’équipe UA, vous travailleriez sur : Résolution de cas de support complexes impliquant des problèmes de téléphone, de téléphones fixes, des problèmes de réseautique et connectivité ainsi que des enjeux liés à des ‘firmwares’ de téléphone Utilisation de plusieurs outils de résolution de problèmes tels: Travailler avec les portails d’administration destinés aux clients.Utiliser des portails internes.Accéder aux portails WebUI des téléphones.Analyser les journaux et les métriques des services backend. Collaborer avec l’équipe de développement pour résoudre les problèmes techniques des clients. Rédiger des rapports de bogues détaillés, techniques et exploitables, et travailler avec les équipes concernées pour assurer une priorisation adéquate. Agir en tant que coordinateur entre les intervenants en cas d’incident et les équipes en contact avec les clients lorsque les choses ne se déroulent pas comme prévu, en collaboration avec les équipes d’ingénierie. Utiliser des outils de surveillance et d’alerte pour les services dont l’équipe est responsable. Surveiller les canaux internes de Slack. Certifier les 'firmwares’ pour les téléphones matériels. Ce que nous cherchons En tant qu’ingénieur sénior en support technique , votre expérience ressemblera à: Diplôme post-secondaire en gestion de réseau, télécommunication ou autre diplôme pertinent 2 années ou plus d’expérience dans un rôle similaire La connaissance du domaine VOIP de la téléphonie et du protocole SIP est un atout Expérience avec les protocoles TCP/UDP, SIP, RTP/RTCP, NAT, WebRTC ou tout autre protocole réseau MultiMedia Expérience avec les réseaux VPN et la sécurité des réseaux Expérience avec les outils d’analyse réseau tels: tcpdump, wireshark, nmap, analyser de réseau Être rapide efficace et autonome. Vous devrez comprendre le fonctionnement des services dont de l’équipe est responsable et comment ils fonctionnent en liens avec les appareils téléphonique. Avoir des aptitudes dans la rédaction de supports, de procédures, de documentations et de tickets Jira. Expérience dans la configuration de divers téléphones VoIP. Expérience en couche 3 et QoS ; Voix sur TLS et certificats de sécurité. Bonne capacité à travailler sur plusieurs fronts en parallèle et à jongler avec des priorités potentiellement contradictoires. Excellentes compétences en communication orale et écrite (en anglais). Soyez orienté vers l’action, n’ayez pas peur de vous exprimer et de poser les bonnes questions. Capacité à interagir avec les développeurs et les agents de support technique, en comprenant que leurs besoins diffèrent lorsqu’ils sont confrontés au même problème. Les certifications CCNA, MCP, Linux et autres certifications pertinentes seraient des atouts. ***Langue de travail pour les postes situés au Québec La connaissance du français est requise pour les postes situés en permanence au Québec afin que le titulaire puisse communiquer au besoin avec ses collègues, les partenaires et les fournisseurs au Québec. Une formation en français est offerte à tout titulaire d’un poste permanent au Québec qui ne possède pas une bonne connaissance du français. ***Autre exigence linguistique La maîtrise de l’anglais est requise pour ce poste afin de communiquer avec les collègues, les clients et les partenaires (ou les fournisseurs) qui sont majoritairement situés à l’extérieur du Québec. Pour les postes en recherche et développement, il est également nécessaire de comprendre la documentation technique et scientifique de notre industrie disponible majoritairement en anglais.Chez GoTo, nous plaçons la diversité et l'inclusion au cœur de notre démarche, car nous croyons qu'elles sont essentielles pour cultiver un environnement de travail florissant et dynamique. Notre équipe de GoGetters est animée par une motivation inébranlable : apprendre, explorer, créer des connexions et collaborer, en reconnaissant la valeur des perspectives uniques que chacun apporte.Nous sommes fiers d'offrir à nos employés des avantages sociaux compétitifs, des programmes attentifs à leur bien-être, une reconnaissance sincère de leurs contributions et d'innombrables opportunités d'apprentissage et de développement. Notre engagement envers la création d'un espace inclusif pour tous, sans distinction de sexe, d'identité ou d'origine, garantit que chaque membre de notre équipe peut contribuer pleinement à notre succès tout en s'épanouissant à la fois sur le plan personnel et professionnel. Ensemble, nous bâtissons un avenir où chacun peut s'épanouir et évoluer. En savoir plus.----------------------------------------------------------------------------------------------------------------------- Where you’ll work: anywhere in Quebec Engineering/Product at GoTo  At GoTo, we’re passionate about building powerful, flexible-work software that empowers individuals to thrive professionally and personally. We’re also dedicated to fostering a diverse and inclusive work environment where everyone’s unique perspective is valued. When you join a GoTo product team, you’ll play a vital role in this process, seeing your work used by millions of users worldwide. With plenty of opportunities for growth and learning, blaze your own trail with us.  Your Day to Day As a Senior Technical Support Engineer in the UA team, you would be working on: Troubleshooting complex support case involving desk phone, networking issue, desk phone firmware Working with multiple tools to achieve your goal, ex:Working with the Customer facing administration portalsInternal portalsPhones WebUI portalsLooking at logs and metrics of backend services Work with the development team to solve customer technical problems Writing detailed, technically and actionable bug reports and work with the relevant teams to ensure proper prioritization  Acting as a coordinator between incident responders and the customer facing teams when things don’t go according to plan, in collaboration with the engineering teams Monitoring and alerting tools for the services the team is in charge Monitoring the internal Slack channels Firmware certification for hardware phone What We’re Looking For As a Senior Technical Support Engineer, your background will look like: Post high school technical degree in networking, telecommunication, or another relevant degree 2+ years of experience in a similar role Knowledge of VOIP, telephony and SIP protocol is a plus Experience working with TCP/UDP, SIP, RTP/RTCP, NAT, WebRTC, or other multimedia network protocols. Experience working with VPN and network security Experience with network analysis and tools like tcpdump, wireshark, nmap, network analyzers Be a fast and self-directed learner. You’ll need to understand how the team services work in relation to the hardware Proficient with writing support and procedure, documentations and Jira ticket Configuring various VoIP Phones Layer 3 and QOS Experience; Voice over TLS and Security Certificates Good ability to work on various fronts in parallel and to juggle potentially conflicting priorities Great oral and written communication skills (English) Be action-oriented, not afraid to speak your mind and ask the right questions Ability to interact with both developers and technical support agents, understanding that their needs are different when faced with the same issue CCNA, MCP, Linux and other relevant certifications would be assets. *** Working language for positions in Quebec Knowledge of French is required for permanent positions in Quebec, to enable the incumbent to communicate as needed with colleagues, partners and suppliers in Quebec. French-language courses are offered to any incumbent of a permanent position in Quebec who does not have a good knowledge of French. *** Other language requirements Fluency in English is required for this position in order to communicate with colleagues, customers and partners (or suppliers) who are mostly located outside Quebec. For positions in research and development, it is also necessary to understand the technical and scientific documentation of our industry, most of which is available in English.At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally. Learn more.