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Technical Support Engineer at Stratoscale
Mississauga, CA

As a Technical Support Engineer, you will be providing technical assistance to Stratoscale customers and Partners, using an API/SDK for Stratoscale's platform, to isolate, diagnose, reproduce and fix technical issues in a timely manner. To succeed in this role you must be a self-starter and self-learner, possess strong customer service and technical problem-solving skills.

This is a unique opportunity to get familiar with modern application in the public and private cloud.

 Essential Duties and Responsibilities

  • Provide technical support in analyzing, diagnosing, replicating and troubleshooting customer issues
  • Work with Stratoscale customers to provide essential technical assistance using Stratoscale's SDK and API’s
  • Communicate technically complex remedies, solutions or workarounds in a clear and concise manner
  • Create new knowledge base articles to capture knowledge  for reuse throughout the organization
  • Install, demo and report back on installations of software (including features/bugs/improvements)
  • Apply advanced troubleshooting techniques (debug and diagnose) on critical, highly complex problems that span multiple layers of the technology stack
  • Engage with the engineering team to resolve technical issues
  • Identify and recommend process improvements to deliver the highest level of customer satisfaction
  • Follow ups with customers on a regular basis, providing recommendations, updates and action plans
  • Escalate issues in a timely manner according to Standard Operating Procedures
  • Taking part in ‘follow-the-sun’ support roster (on-call; sustained engineer)

Qualifications

  • 2+ years of Technical Support experience at an infrastructure software company or public cloud
  • Experience troubleshooting remote Linux system issues
  • Experience working with scripting/programming languages; Python is an advantage
  • Strong customer-facing skills
  • Be able to work under pressure to resolve customer issues
  • Ability to self-manage and take initiative in a startup environment