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Chief Problem Slayer (3rd Support Engineer)

Montreal, Quebec  - Permanent



Job Description

The Chief Problem Slayer ( Ok 3rd level support ) leads the support effort to provide an awesome experience for customers and partners (with a product license) and at the same time monitors each phase of the customer journey with a view to creating and fostering an exceptional customer experience. Continuous improvement...striving for excellence..

In so doing you will help with these objectives:

•Maximize the sales performance of our client products through the support channel by using "a smart touch"
•Drive down the need for support & interaction
•Aim for no touch support, no need for support as customers learn to self serve


Here is what your day may look like

•Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
•Enable replication and debugging of issues to verify product related bugs
•Collaborate with development teams, share best practices and drive process improvements
•Advocate for our customers, influence product direction through customer feedback
•Test and evaluate new product versions to ensure they are ready for release
•Evaluate and prioritize customer support cases
•Act as the primary liaison between company and your customers
•Communicate and solve customers' problems via phone, email, live chat and face-to-face meetings
•Act as a consultant and offer solutions for customers' problems
•Act as the primary point of contact for local escalation management for the expertise acquired within a product domain
•Provide technical leadership and mentoring for new Support Engineers
•Communicate to our customer base through necessary means to resolve application issues
•Create and curate knowledge-base articles and documentation to help customers self serve
•Provide escalation management for support issues
•Support operations



Here is the tech stack

•JS, ES6, React, Redux, Node
•Java, Maven, Gradle, AWS, Docker
•JIRA and all things Atlassian


Must Have Skills:

The ideal candidate:

•Holds a degree in engineering or in other technical disciplines.
•Has a solid track record in 3rd level support in software development, preferably within Atlassian Jira.
•Has great attention to detail and uses strategic problem solving skills to meet diverse and demanding needs. Uses numerical models to obtain practical engineering solutions to difficult problems
•Has strong written and verbal English communication skills
•Is a solid self-started but also a good collaborator who enjoys working in a team environment and building effective working relationships.
•Uses prioritization to manage multiple projects effectively and never forgets to communicate with customers.
•Can guide, mentor and motivate other team members.
•Applicants must have a valid work permit for Canada.


Nice to Have Skills:


Fluently bilingual
GREAT sense of humour
Cool calm and collected at all time.
Believes GREAT customer service is always the goal
Wants to bike to work...
Has a closest full of superhero capes....


Details:
Starting: ASAP
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