Senior Technical Support Analyst

Sierra Wireless   •  

Richmond, BC

5 - 7 years

Posted 294 days ago

This job is no longer available.

Summary We are looking for a dynamic, proactive and confident Senior Technical Support Analyst to join our amazing Enterprise Customer Support team, engaging directly with our customers and channel partners. You will be providing expert technical advice and problem-solving on mission-critical applications that utilize our wireless networking solutions and management platform.
This is a key role in the on-going success of the Enterprise Solutions Business Unit. You will collaborate with product development engineers toinvestigate and resolve hardware and software issues. You will provide advice and suggestions on product and process improvement. You will be the eyes and ears of the company providing direct feedback on how our customersexperience our solutions.Responsibilities

  • Work with customers who have questions or are experiencing problems with their devices and services
  • Collaborate with team-members, field support staff, and engineers to isolate problems and implement solutions
  • Monitor network status using Sierra Wireless’ network management products
  • Keep customers informed of the status and progress of their support ticket
  • Share knowledge of the products and industry best practices by contributing our the Customer Knowledge Base

Required Education,Experience& Competencies

  • 5+ years in a customer-facing technical support or field services role
  •  Exceptional verbal and written communication skills
  •  Linux system administration experience with proficiency in tasks such as shell scripting, cron jobs, analyzing log files and configuring iptables
  •  Knowledge and understanding of wireless networking technologies such as 802.11 and Cellular