Technical Support Engineer
GlobalVision, Canada
Job Description
GlobalVision builds and sells technology that helps companies in regulated industries get their digital and printed assets to market faster; without compromising quality. Through this 30+ year adventure, we have been bootstrapped and profitable by balancing agility and innovation with patience and thoughtfulness.
We track results not hours worked. This empowers a remote-first and trust-based schedule. Everyone at GlobalVision is free to live and work wherever they thrive and self-manage their paid time off and work schedules. If we hit these results, we distribute 20% of profit growth evenly across full-time employees.
We firmly believe in these values, so make sure you do too:
- Freedom to innovate: We try new things and are not afraid of failure, as long as we learn from it!
- Grow, sustainably: We prioritize our long-term success over short-term gains.
- Problems are opportunities: Problems are opportunities for improvement and we recognize that we do some of our best work when we face adversity, then adapt.
- Trust and Independence: We give our employees space and resources to do their best work every day and trust everyone to be intrinsically motivated and aligned with our mission.
- Radiate Passion amp; Positivity: We are passionate and team players with positive energy and intentions.
- GlobalVision solves a business-critical problem for our Fortune 500 customers.
- No barriers for you to have an impact; you are encouraged to demonstrate leadership, initiative, and ingenuity in problem-solving.
- A diverse team; work with others from different backgrounds, geographies, and perspectives.
As a Technical Support Engineer at GlobalVision, you will be customer-facing and responsible for diagnosing, troubleshooting and problem-solving core technical issues. They will work with the Support and Development teams, help build the knowledge base, and ensure we provide first-class customer service to our high-profile clients.
The Day-to-Day
- Support the customer with any queries on their accounts as well as any troubleshooting.
- Research and identify solutions to software and hardware issues.
- Diagnose, troubleshoot, and identify solutions to core technical issues.
- Document all client interactions, product defects and suggestions in the ticketing system.
- Coordinate problem resolution with various internal contacts.
- Follow up with customers for unresolved queries.
- Collaborate with the product team to review the status of release schedules of future revisions.
- Build a knowledge base.
- Meet KPIs set by the manager.
- Installation and configuration of the GlobalVision web product and its updates.
- Work with Development and Support.
- Initiate customer support programs.
- You resonate with our values
- You are comfortable stepping out of the responsibilities in this job description!
- You're able to work autonomously and stay self-motivated.
- Minimum of 1 year in customer technical support or similar experience.
- Engineering, Technology or Network Administration diploma or similar.
- Strong communication skills (verbal and written English and French). Other languages are an asset.
- Comfortable with troubleshooting popular operating systems (Windows and Mac).
- Knowledge of Microsoft Office Suite.
- Previous experience working for a B2B SaaS company
- Network Administration skills.
- Knowledge of hardware and software.
- Experience with databases (MYSQL, PostgreSQL).
- Simple coding skills (HTML).
- Excellent customer service and problem-solving skills.
- Strong multitasking skills.
- Strong analytical and technical skills and the ability to problem-solve.
- Team-oriented with the ability to accept responsibility and work with minimal supervision.
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Ingénieur de support technique
GlobalVision développe et vend de la technologie qui aide les entreprises des secteurs réglementés à commercialiser plus rapidement leurs produits numériques et imprimés, sans compromis sur la qualité. Au cours de cette aventure de plus de 30 ans, nous avons été autonomes et profitables en trouvant un équilibre entre l'agilité et l'innovation, la patience et la réflexion.
Nous mesurons les résultats, et non les heures travaillées. Ceci permet de mettre en avant un modèle de travail basé sur la confiance et qui privilégie le travail à distance. Chez GlobalVision, chacun est libre de vivre et de travailler là où il le souhaite et de gérer lui-même ses congés payés e