Product Support Engineer at VNDLY in Toronto, ON

Our Culture & People

We are a fast growing startup focused on becoming the most customer centric enterprise software company in the world. We care about enabling our customers to connect with the talent they need so they can succeed. In order to execute on our mission we believe in retaining an exceptional engineering team with a passion for code quality and great design.

Job Description

We are currently seeking a talented Product Support Engineer to join our busy Product Support Team. As a member of the Product Support team you will be charged with supporting our customers, as well as internal stakeholders, such as our Consulting and Sales Engineering teams. You will work closely with Development and QA teams to diagnose, troubleshoot and resolve complex issues.

Responsibilities

• Provide support covering issues related to VNDLY Software
• Learn everything about our software and use that knowledge to ensure client success
• Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
• Handle inquiries regarding technical issues, information requests on application capabilities, navigation, and configuration
• Provide coordinated support for getting new releases and configuration changes into production
• Gather information for analysis, carry out the necessary research, setup test environments, replicate issues locally and propose resolutions or workarounds
• Be a client facing representative of the Development and Product teams
• Document new processes and keep existing documentation and tools up to date as the environment changes
• Work with engineering, product management, and professional services when necessary
• Attend meetings and provide status updates

Minimum Qualifications

• A self-described techie who has a passion and eagerness to learn new software
• The confidence, communication and interpersonal skills to lead customers, from technical personnel to C-level executives, in urgent or critical situations

Preferred Qualifications

• Experience in a Software Support role
• Ability to diagnose and use industry standard tools and techniques to assure the application performs to client expectations
• Experience working in a small team/start up environment
• Experience working with development or in a DevOps role
• Experience in cloud / hosted software environment
• The desire to learn new soft and technical skills and to coach, mentor, and train peers throughout the organization
• Knowledge of IT Operations, IT Infrastructure, Application Performance Monitoring and/or IT Security domains
• Experience testing products that support multiple platform versions