Job Title: Escalations Engineer
Location: Mississauga, Canada
Work Model: Hybrid
What You'll Do- Responsible for efficient and effective case management while adhering to established standard operating procedures for case documentation, customer follow-up, troubleshooting, research, etc.
- Drives escalations to resolution, collaborates with global peers and other SOTI organizations like Engineering, Sales, and other Support teams in addressing customer issues, and keeps all stakeholders communicated on the technical/resolution path
- Proactively analyses product defects/bugs/trends, serves as the customer champion, driving improvement opportunities on behalf of the customer
- Validates and qualifies customer issues and business impact, which may require collaboration with more senior team members
- Contributes to the SOTI knowledge base in the form of new or updated technical documents focused on issue resolution or prevention
Qualifications- The position requires 2+ years of customer-facing role, ~1 year of MDM experience
- Degree in Computer Information/Application Systems, Enterprise Computing, Information Technology or equivalent experience
- Windows Active Directory or EntraID
- Certificate Management (PKI infrastructure)
- Basic knowledge of SQL
- Understanding of client-server architecture
- Experience with server configuration a plus: Windows Server 2016 / 2019 / 2022, Web server platforms (IIS)
- Understanding of specific mobile device platforms - any one of the following Mobile platforms (IOS, Windows or Android)
- Understanding of EMM (Enterprise Mobility Management)
- Knowledge of Android Enterprise or Apple DEP
- Strong written and verbal communication skills as well as excellent listening skills
- Eager to keep learning about new technologies and developments, and be agile with changes to the platform and environment
- Seeks appropriate input when making decisions, and effectively uses cross-functional relationships to achieve results
- Can work with minimal supervision, take the initiative - acting to change the direction of events when it is in the best interest of the business and the customer
- High levels of personal accountability, strong work ethic and value system, professional credibility well established with all stakeholders
- Demonstrates a clear commitment towards respect for individuals and is always willing to view a situation from different perspectives to arrive at the best decision
- SOTI product certification and/or certification from other EMM vendors are also preferred (but not a must)
Replacement Role-- The targeted compensation range for this position typically falls between $80, 000 and $95,000 annually. Final compensation is determined by education, experience, and internal equity principles
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