Bilingual Support Engineer

Summary

Join our Canadian team as a bilingual Customer Support Engineer and support the rollout of the Canadian National Network to new Higher Education partners, while also supporting existing international partners.

Requirements

• Minimum 4 years experience as a support engineer or similar role
• Proven experience in troubleshooting and problem solving
• Honed analytical skills
• Fluent and professional oral and written English and French
• Excellent customer-facing skills and follow up
• BSc in Computer Science or related field preferred
• Background with relational databases, SQL scripting

Responsibilities

• Use knowledge-based support platforms to troubleshoot and resolve complex client issues, typically via email in accordance with agreed SLAs
• Multitask and prioritize a daily flow of tasks together with long-term projects, liaise with our development team, escalate issues as appropriate
• Implement resolution plans for technical problems
• Assist with specification, implementation and testing of new features and validation of software fixes
• Handle technical requests raised by internal departments
• Where necessary, initiate suggestions for product improvement based on client feedback; help automate repetitive-issue resolution
• Identify and evaluate support process improvement opportunities in conjunction with our other world-wide support resources
• Monitor system logs
• Write high-quality documentation and produce workflows on functionality and issue resolution, both for internal use and to aid customer understanding
• Provide Canadian French translations to documents where required

Benefits

Competitive salary and benefits package