Senior Technical Support Specialist

Tantalus•Burnaby, BC

1d•Hybrid

About The Position

Tantalus Systems (TSX: GRID) is a technology company dedicated to helping utilities modernize their distribution grids by harnessing the power of data across all their devices and systems deployed throughout the entire distribution grid – from the substation to the EV charger located behind the meter. We offer smart grid solutions across multiple levels: intelligent connected devices, communications networks, data management, enterprise applications and analytics. This position offers a competitive salary plus variable compensation based on performance targets and business objectives. Tantalus also offers generous benefits, including medical, dental and vision plans, healthcare and dependent care flexible spending accounts and paid time off. Reporting to the Manager, Field Operations Support, the Technical Support Specialist is a member of the Customer Operations team and is responsible for assisting the team in deploying, operating, maintaining and troubleshooting for Tantalus customers. The Technical Support Specialist will be the primary technical interface between the Field Operations and Product Development departments in ensuring products in the field are maintained and functioning. This is a hybrid role based in our Burnaby, BC office.

Requirements

Diploma in information technology or higher
2+ years of experience in a customer service or technical support role
Must be comfortable in a Linux environment
Experience with Unix/Linux command line and shell scripting, primarily Bash.
Working knowledge of IP networking including TCP/IP, FTP, SSH, firewall
Virtual Machine/Environment experience (VMWare ESXi, HyperV,)
Understanding, exposure to or experience with Oracle SQL or similar RDBMS
Experience working to analyze, troubleshoot, debug, investigate, and to present the results

Nice To Haves

Experience in the development, maintenance and updating of in-house automation tooling is an asset
Knowledge and previous experience with a support ticket/issue reporting system is an asset.
Knowledge and experience with Salesforce.com is an asset

Responsibilities

Troubleshoot and solve problems across the TUNet technology set, including embedded hardware and software, RF and IP communications networks, database, Linux back-end, web front-end, and service interfaces.
Upgrade and patch TUNet software on customer systems.
Configure and maintain billing exports.
Provide periodic support to supervise or monitor the introduction of new products in the field.
Review and prioritize open cases, escalating as required.
Collaborate to develop, establish, and improve processes and procedures related to Tantalus’ technical knowledge base, online community, and other documentation.
Perform miscellaneous scripting tasks periodically.
Travel to customer sites may be required for support work, along with occasional travel for training.
Participate in an after-hours support call program approximately 2 weeks/quarter.
Perform other duties as assigned.