Junior Technical Support Engineer
Solana Networks - Ottawa, ON

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We are seeking a junior technical support engineer who will be primarily responsible for providing end-user technical support through phone, email or social media for our suite of Network Monitoring products. You will play a key role by proactively and with enthusiasm taking ownership of customer support issues and with the help of the developers finding a solution in a timely manner. The ideal candidate, acting as an end-user, will also regularly conduct software testing, uncovering issues and areas for improvement.

Key Responsibilities

  • Responsible for providing exceptional customer service and technical support for company products
  • Provide first-line customer support through phone, email and social media
  • Diagnose, troubleshoot and resolve incoming technical support issues by phone/web/email
  • Further investigate and document unresolved technical issues and submit details in bug tracking system for follow up by product development team
  • Support new customers with product installation/deployment and upgrade processes
  • Track and follow up with customers to ensure problem closure
  • Assist with periodic software test and verification activities
  • Regularly craft technical articles , “how-to” guides and make contributions to blogs
  • Maintain comprehensive working knowledge of existing products and upcoming release features
  • Proactively seek, log and track feature requests from clients

Desired Skills & Experience

  • Recent graduate with a bachelor’s degree or diploma in Computer Science, Information Technology or equivalent
  • Must be fluent in English (verbal/written) with strong customer facing and communication skills
  • Superiour analytical and troubleshooting skills, takes responsibility and ensures issues are taken to completion
  • Some experience in technical support role would be desirable
  • Ability to develop new skills quickly and be comfortable with multi-tasking
  • Highly motivated with an entrepreneurial attitude and an out of the box problem solver
  • A keen interest in new web/ networking technologies, design and the latest internet trends is essential
  • Ability to work both in a team setting and independently, prioritizing tasks with minimum supervision
  • Previous experience in technical writing, blogging and social media would be an asset

About this company
Solana Networks, Inc. is an Ottawa based company with a primary focus on Internet based architecture, protocols, and applications....