Support Engineer

Tangam Systems•Waterloo, ON

8d•$80,000 - $95,000•Hybrid

About The Position

Tangam Systems is a rapidly growing company at the cutting edge of developing data analytics and visualization software. They serve Fortune 500 businesses and well-known brands in the resort industry across multiple countries, providing Table Games Yield Management (TYM) and Slots Optimization & Data Analytics (SODA) products to optimize gaming operations, increase profitability, and enhance patron experience. Their patented business intelligence software products simplify data analytics, making it understandable and actionable, and have won numerous industry awards. The company is continuously innovating in data analytics software. As a Support Engineer, the expectation is to contribute to timely product rollouts, client support, and internal developer systems/infrastructure maintenance, aiming for high customer satisfaction and revenue growth. This role involves being the primary contact for customer installations, technical training, and second/third-tier software support, managing a portfolio of client sites including large enterprises. The engineer will apply data-driven monitoring to proactively resolve software issues, championing automation to improve team productivity and reduce support tickets. Additionally, the role includes providing pre- and post-sales technical assistance, preparing product demos, gathering customer feedback to influence product development, and improving Tangam’s online knowledge base and support processes through automation. The Support Engineer will also coordinate and perform software upgrades, identify and resolve bottlenecks in the upgrade process, and ensure internal teams have the necessary systems environment, data stores, backups, monitoring, and software tools to focus on development.

Requirements

Relevant IT or support engineering experience.
At least 4 years working experience in a support engineer or IT technician role.
Database and SQL knowledge.
Undergraduate degree in Computer Science / Software Engineering or a related discipline.
Proficiency with computer networking and troubleshooting (Windows operating system, hardware, etc.).
Strong interpersonal and communication skills.
Opportunity to travel internationally.
Must be highly organized and detail oriented.
Available after business hours for critical issues.
No criminal record and licensable to work in a highly regulated industry.

Nice To Haves

Previous DBA experience is an asset

Responsibilities

Acted as the primary contact point for customers regarding all installation, technical training and second/third tier software support.
Applied a data driven approach to monitoring the health of the software installed at the various customer sites, which resulted in resolving problems before they escalated into larger issues.
Championed the creation of an automated health tracking application along with the development team.
Provided pre- and post-sales technical assistance to the sales team.
Helped the sales team prepare demo setups of the product and gathered information on customer needs, complaints and requests, using this information to influence the development of the product line.
Contributed to the ongoing improvement of Tangam’s online knowledge base and support processes.
Helped improve the customer support architecture through automation and web based software tools.
Coordinated and performed software upgrades of the product with customers and their IT teams.
Identified all the bottlenecks in the upgrade process, and worked with developers to minimize the bottlenecks for a smoother upgrade process.
Ensured that the internal team (developers, business analysts) have the right systems environment, client data stores, backups, monitoring, and software tools so they can focus on building great software and advanced analytics.