Technical Support Specialist (Tier 2)+ Cloud Operations – SaaS

Total ETO

2d•$55,000 - $80,000•Remote

About The Position

T2 support professional, or experienced T1, wondering if you should branch out? Up-and-coming with more to give and nowhere to give it in your current job? We would like to hear from you. The Role We are seeking a Tier 2 Technical Support Specialist / Cloud Operations Assistant , reporting to the Manager, Customer Support. In a smaller team environment, the role is broader than a traditional support position and offers the opportunity to help define the cloud operations role and optionally move into it full-time as this new line of business expands. It also works closely with the Customer Success and Professional Services teams, contributing across multiple areas of the business. This position is well suited to someone who enjoys problem solving, understanding how systems work, and helping customers succeed with complex software. Our software is built on a Microsoft tech-stack (Windows servers and network, Kestrel web service, SQL Server, Azure cloud) and you will work closely with our customers to diagnose and resolve environment, installation, and product issues, both on-prem and in our cloud hosting environment. Closely allied to technical support, within our cloud operations team you will be provisioning client systems and monitoring servers. The role will evolve rapidly on two fronts: as we grow our new hosting business; and as we adopt AI as a tool for our business and offer it within our products. You will adapt with it and are expected to contribute your ideas and energy to these changes.

Requirements

Experience in technical software support, IT systems support, or similar roles
Comfort working with enterprise database-driven and web-architected software systems
Clear written communication skills when working with customers
Ability to work independently in a fully remote environment
Setting up and trouble-shooting web apps. in Windows Servers and Networks
Experience with SQL databases
Hands-on with reporting technologies such as PowerBI, Crystal Reports, Report Builder
Experience with the Azure cloud platform

Nice To Haves

Hands-on ERP software configuration or support
Custom engineering or machine building
Procurement or accounting
Engineering project management

Responsibilities

Own customer issues through support tickets
Communicate with customers by email, telephone, and web meeting – including remote desktop
Escalation to product consultants and developers, following up to ensure completion
Keep ticket data accurate and up-to-date, document troubleshooting steps, and contribute to internal knowledge resources
Troubleshoot complex application behaviour, data issues, and configuration questions
Identify and document software defects
Collaborate with developers to reproduce technical problems
Provisioning and maintaining customer environments (installation, database backup and restore)
Perform routine operational tasks related to system maintenance and monitoring
Incident management: definition and execution
Work closely with development, product, and customer-facing teams
Help improve support processes and operational efficiency