Application Support Engineer

Discover your 100% YOU with us!

Position: Application Support Engineer
Location: Eastwood, QC
Work setup & shift: Work from Home | Shifting Schedule

Why join us?
You'll have:
Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role
As an Application Support Engineer, you will:
Serve as a Systems/Technical Support Analyst within the Technical Support Team, responsible for production support.
Diagnose and resolve system issues, analyze system performance and availability, and drive incident resolution with a proactive approach focused on prevention.
Take charge of production monitoring and control, including tracking KPIs and SLAs, analyzing system performance, monitoring alerts, conducting initial triage of system issues, and managing incidents and escalations.
Support UAT Testing and troubleshoot customer-facing issues in the UAT environment.
Answer, troubleshoot, and resolve various technical issues escalated through the company’s ticketing system from internal and external customers.
Contribute to the knowledge base and work with the Technical Training Manager to develop training programs on support-related tools and processes.
Collaborate with SMEs to improve technical documentation, including troubleshooting guides.
Provide technical support and training to end-users on system use.
Enhance internal processes, such as improving issue visibility for API users and internal stakeholders by identifying and alerting priority issues.
Participate in on-call coverage and provide support during after-hours emergencies on a rotating schedule.

What You Need
Non-negotiables:
BA/BS in Computer Science, Engineering, Information Technology, or a related field (relevant experience may substitute for a degree).
4+ years of relevant work experience in Technical and/or Application Support with strong knowledge of API monitoring and troubleshooting.
Mid-level to advanced experience with databases, SQL, and APIs, including the ability to create queries, troubleshoot JSON, REACT, and REST APIs.
Proficiency in Python and PostgreSQL (Postgres).
Knowledge of networking architectures and protocols (e.g., switching, VPNs, VLANs, multiple ISPs) with cross-vendor functionality (Meraki/Cisco, Unifi, Checkpoint).
Experience working with AWS Services such as CloudWatch.
Test/Validation experience.