Technical Support Engineer
Divine Flooring, Canada
Job Description
About Us
Divine Flooring is a multi-award-winning designer flooring company dedicated to revealing the stunning beauty of natural wood. Based in Calgary, with additional locations in Edmonton, Vancouver, and Chicago, we've built our business in the fastest growing housing market in North America - Western Canada. We showcase high-end flooring and custom wood finishes in new, elegant showrooms, paired with exceptional services. Through partnerships with global suppliers and manufacturers, dealers in Canada and the United States, and our huge social media presence, we now proudly serve the entire North American market.
Divine Flooring is seeking a Technical Support Engineer to join our team of brilliant and diligent individuals in building and supporting a leading edge Software Application based on Web and Mobile Technologies.
Job Purpose
As a Technical Software Engineer at Divine Flooring, you will be working with a team of brilliant and diligent individuals, who build and support a leading edge Software Application based on Web and Mobile Technologies. The successful candidate will be someone who understands the value of timely Customer Support and has a deep understanding of Relational Databases, including stored procedures and query optimization techniques, and building reports using a combination of SQL and Excel. You will have front end development experience in JavaScript together with clear concepts of Object Oriented development, layered architecture, REST and SaaS, and also have strong analytical and critical thinking skills to troubleshoot and resolve issues in a timely manner. The ideal candidate will have prior experience in production support and familiarity with Software Development methodologies such as Scrum Agile with Sprint Planning and daily Scrum Meetings.
Primary Responsibilities
- Troubleshoot and resolve complex software, hardware and technical issues
- Support the production software by identifying the root cause and addressing critical issues
- Manage and maintain the company’s ticket system by resolving issues based on priority
- Answer calls from business personnel and resolve issues with the necessary support. This could include dealing with the configurations, programming, and dataflow related changes on the production application installed on the Azure cloud environment integrated with SQL Server Database
- Log all details and resolutions performed based on interactions with production issues to keep the ticket system’s Knowledge Base up to date
- Collaborate with development staff to reproduce problems in the test environment
- Identify and escalate situations requiring software development team when necessary
- Work closely with the software development team to understand the latest changes being pushed to the production environment and the potential support needed
- Contribute towards software maintenance and improving the product quality through frequent feedback and highlighting the enhancement areas based on the support calls and tickets being handled
Requirements
- 5+ years experience in Microsoft SQL Server database development using query optimization techniques, stored procedures, triggers and indexes
- 5+ years experience in Java using frameworks such as Spring MVC, Groovy/Grails
- 3+ years experience in Javascript and front end technologies such as Sencha Ext JS, React, React Native, Angular, NodeJS
- 3+ years experience with Application Servers and Web Servers (e.g. Tomcat, Apache, IIS)
- 2+ years of experience production support or related areas of software product maintenance
- Experience with code repositories such as Git and supporting tools like Bitbucket
- Experience with ColdFusion will be considered an asset
- Familiarity with Agile development methodologies such as Scrum, code reviews and daily scrum meetings
- Must have a Degree from an accredited University
- Must have Strong Computer Science fundamentals i.e. data structures, algorithms and software design practices
- Must demonstrate good understanding and command of English language with excellent communication skills and ability to articulate thoughts during verbal and written communications
- Must have a detail-oriented personality with ability to make recommendations and improve team processes
- Must have the ability to work independently with self motivating attributes to research and complete assigned tasks on time
- Must have dedicated commitment to customer success
- Must have the ability to thrive under constantly changing conditions, offering new ideas and fresh approaches to problems
- Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success