Deployment Specialist

About Tantalus Systems (TSX: GRID)

Tantalus is a technology company dedicated to helping utilities modernize their distribution grids by harnessing the power of data across all their devices and systems deployed throughout the entire distribution grid – from the substation to the EV charger located behind the meter. We offer smart grid solutions across multiple levels: intelligent connected devices, communications networks, data management, enterprise applications and analytics. Come join us if you’re interested in being part of an entrepreneurial team, solving complex technical problems and delivering innovative solutions that will directly impact the electrification of everything and the decarbonization of our society. We have operations throughout the United States and Canada with offices in Burnaby (British Columbia, Canada), Raleigh (North Carolina, USA), and Norwalk (Connecticut, USA).

The Opportunity

Reporting to the Supervisor of Pre-deployment and Sales Support, the Deployment Specialist is a member of the Customer Experience team and is responsible for assisting the team in deploying, operating, maintaining, and troubleshooting for Tantalus customers. The Deployment Specialist will be the primary technical interface between the Customer Experience and Sales departments in ensuring customers are set up for success.

Location: This is a remote position and will be based in the US with a preference for Eastern or Central time zones.

Responsibilities

• Troubleshoot and solve problems across the TRUConnect technology set, including embedded hardware and software, RF and IP communications networks, database, Linux back-end, web front-end, and service interfaces.
• Upgrade and patch TRUConnect software on customer systems.
• Configure and maintain billing exports.
• Use RF propagation software to generate RF Network designs.
• Use GIS software to produce maps and other collateral.
• Assist in supporting the pre-sales team with RFPs using generated network designs and maps.
• Provide periodic support to supervise or monitor the introduction of new products in the field.
• Review and prioritize open cases, escalating as required.
• Collaborate to develop, establish, and improve processes and procedures related to Tantalus’ technical knowledge base, online community, and other documentation.
• Perform miscellaneous scripting tasks periodically.
• Travel to customer sites may be required for support work and/or personal training.
• Participate in an after-hours support call program approximately 2 weeks/quarter.
• Perform other duties as assigned.

Education and Experience

• Diploma in information technology or higher.
• 4+ years of experience in a customer service or technical support role.
• Experience with Unix/Linux command line and shell scripting, primarily Bash.
• Experience with GIS mapping software.
• Experience with EDX Signal Pro or other RF propagation software.
• Working knowledge of IP networking including TCP/IP, FTP, SSH, firewall.
• Virtual Machine/Environment experience (VMWare ESXi, HyperV).
• Cloud hosting experience (Oracle Cloud Infrastructure, AWS, etc.).
• Experience in the development, maintenance and updating of in-house automation tooling is an asset.
• Knowledge and previous experience with a support ticket/issue reporting system is an asset.
• Knowledge and experience with Salesforce.com is an asset.
• Experience working to analyze, troubleshoot, debug, investigate, and to present the results.

Personal Attributes Required

• Attention to detail and strong problem-solving skills.
• Self-motivated and able to work independently while exercising initiative, flexibility, and good judgement.
• Strong organizational and planning skills.
• Ability to effectively prioritize and multi-task, and remain focused in a fast-paced, high-volume work environment.
• Excellent collaborative and interpersonal skills.
• Desire to learn new skills in a dynamic and demanding environment.
• Excellent interpersonal, written, and oral communication skills.