Technical Advisor III, SBC (bilingual)

Sherweb•Sherbrooke, QC

60d•Remote

About The Position

As a Technical Advisor III, SBC (Security & Business Continuity), you will be the primary point of support for our security and continuity portfolio. You will own cases end-to-end, from initial troubleshooting to resolution, without tier-based escalation. You will leverage your technical expertise, problem-solving skills, and customer-first mindset to ensure high-quality, timely support.

Requirements

High school diploma with relevant IT experience, or a college diploma in Computer Science (asset).
3+ years of experience in technical support, ideally in security and continuity solutions.
Proficiency with Windows administration tools (Event Viewer, PowerShell, Registry Editor).
Strong understanding of Windows environments, DNS, and virtualization concepts (VMs, hypervisors).
Familiarity with macOS and Linux file systems.
Excellent bilingualism (French and English), spoken and written.
Strong sense of initiative and proactivity to identify and solve technical, process, and relationship challenges.
Strong sense of continuous learning and contribution to team improvements.
Ability to work autonomously, making informed decisions and escalating when needed.
Quick learner, adaptable to new products and technologies.

Nice To Haves

Hands-on experience with EDR/XDR solutions (preferred).

Responsibilities

Provide technical support by phone, email, and remote sessions; diagnose and resolve technical issues across the SBC portfolio.
Guide customers through service configuration, deployment, integrations, and incident recovery.
Collect and analyze diagnostic data (logs, traces, system outputs) to identify root causes.
Document troubleshooting steps, escalation details, and customer interactions thoroughly in the ticketing system.
Collaborate with peers, developers, and vendors to resolve issues, escalate cases, and maintain effective lines of communication.
Own our knowledge base library by ensuring articles are accurate and updated and create new content to reflect evolving products and procedures.
Review resolved cases to identify improvement opportunities and reduce recurring escalations.
Maintain technical expertise through certifications, vendor-led training, and roadmap awareness; share updates with the team.
Stay aligned with Product by tracking new add-on availability, product launches, and feature releases in our licensing portal; raise and follow up on feature requests that impact customers.
Contribute to internal projects to improve SBC support processes, tools, and documentation.
Develop training content (e.g., investigation guides, product-specific procedures) and support the Training team in building assessments.
Foster a culture of learning by presenting ‘Today I Learned’ segments during team meetings and sharing relevant product updates.
Train and onboard new team members, providing guidance as they ramp up.
Carry out all other related tasks per the job’s evolution and departmental needs.

Benefits

A friendly and diverse work culture with inclusion and equality at the heart of our actions
State-of-the art technology and tools
A results-oriented culture where talent, action, and thinking outside the box are given due recognition
Annual salary review based on performance
Generous and caring colleagues of various professional and cultural backgrounds
Vacation time that considers your previous experience
Advanced paid hours to recharge your batteries (holidays and mobile days)
Flexible benefits plan that adapts to your needs
Flexible savings fund options
A monthly home internet allowance
A career path with opportunities to learn and grow
Proximity to your direct manager and open, honest communication to support your development
Multiple initial and on-the-job training opportunities and tools to track your progress and help you scale up in your career