Technical Support Engineer

  • Rubikloud
  • Toronto, ON, Canada
  • Jan 22, 2018
Full time Information Technology

Job Description

DESCRIPTION

Who We Are Looking For:

Named as one of Deloitte’s Fast 50 2015 Companies to Watch, we are rapidly growing. We are looking for a Technical Support Engineer to provide world class service to our enterprise clients. The successful candidate will be client focused and a self starter, plus have experience with complex databases or data warehouses. The role requires overnight shift (rotating 2 weeks of nights, 2 weeks of days).

 

What You Will Be Doing:

  • Be accountable for inbound technical support issues, collaborating with Engineering when necessary
  • Investigate and diagnose issues, then communicate solutions in a timely fashion to the client
  • Follow standard process to escalate unresolved issues when needed to the appropriate internal teams
  • Perform SQL queries and utilize monitoring tools to troubleshoot issues
  • Utilize phone, email and chat to communicate with internal parties and clients. For complex problem resolution, contact clients by phone and/or provide detailed written instructions.
  • Support the client to re-test fixed issues and reliably document the solution
  • Contribute to Knowledge Base articles and technical best practices content

REQUIREMENTS

  • Willingness to work overnight 50% of the time (can be from home office)
  • 2-3 years in a client-facing, technical support role
  • 2-3 years hands-on experience supporting complex databases or data warehouses
  • Degree in Computer Science, IT or Software Engineering
  • Hands-on experience working with relational databases and SQL
  • Experience with bug tracking or help desk software (eg. Salesforce, Jira, Zendesk, etc)
  • Self starter, detail oriented, persistent problem solver
  • Customer-oriented, strong verbal and written communication
  • Comfortable working in an unstructured environment, sometimes under pressure

 

Nice to Haves:

  • Knowledge of Traditional/Simplified Chinese for written and Cantonese/Mandarin for verbal communication
  • Knowledge of Microsoft Azure and SQL data warehouse

BENEFITS

We are a group of intellectually curious people who are passionate about making a big splash in the world of retail. We offer competitive compensation including equity options - we want all the members of Rubikrew to own part of the Company. You will have a full health benefits package including extended health care, dental, vision etc. Lunch is catered Monday to Thursday so you won’t have to worry about packing a lunch! Healthy snacks and drinks are also provided to keep you energized. We want our employees to feel like they’re always developing personally and professionally so we offer a a personal development budget that you are free to use for knowledge expansion or as a fitness allowance.