Technical Support Specialist

The Opportunity

Reporting to the Manager, Field Operations Support, the Technical Support Specialist is a member of the Customer Operations team and is responsible for assisting the team in deploying, operating, maintaining and troubleshooting for Tantalus customers. The Technical Support Specialist will be the primary technical interface between the Field Operations and Product Development departments in ensuring products in the field are maintained and functioning.

Location: This position will be based remotely within the U.S, preferably located in Central or Eastern States.

Specifically, The Technical Support Specialist Will

• Troubleshoot and solve problems across the TUNet 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 TUNet software on customer systems.
• Configure and maintain billing exports.
• 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, along with occasional travel for training.
• Participate in an after-hours support call program approximately 2 weeks/quarter.
• Perform other duties as assigned.

What You Bring

Education and Experience

• Diploma in information technology or higher
• 2+ years of experience in a customer service or technical support role
• Must be comfortable in a Linux environment
• Experience with Unix/Linux command line and shell scripting, primarily Bash.
• Working knowledge of IP networking including TCP/IP, FTP, SSH, firewall
• Virtual Machine/Environment experience (VMWare ESXi, HyperV,)
• Understanding, exposure to or experience with Oracle SQL or similar RDBMS
• 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

Benefits

• Competitive salary plus variable compensation based on performance targets and business objectives
• Medical, dental and vision plans
• Healthcare and dependent care flexible spending accounts
• Paid time off