Support Engineer

xMatters - Vancouver, BC (30+ days ago)

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About The Company

xMatters helps enterprises prevent, manage and resolve IT incidents. xMatters industry-leading Service Availability platform prevents IT issues from becoming big business problems. Large enterprises, small workgroups, and innovative DevOps teams rely on its proactive issue resolution service to maintain operational visibility and control in today’s highly-fragmented IT environment. xMatters provides toolchain integrations to hundreds of IT management, security and DevOps tools. xMatters is the primary Service Availability platform trusted by leading global companies and innovative challengers including BMC Software, Credit Suisse, Danske Bank, DXC technology, Experian, Intuit, NVIDIA, Sony Network Interactive, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide.

The Position

xMatters is hiring a Technical Support Engineer who has in-depth experience, and a proven track record delivering outstanding client service. In this role you’ll be expected to capture user experiences, troubleshoot technical issues, and analyze data to bring issues to resolution. This position requires cross-team collaboration and communication – you’ll work with other engineers, product managers, consulting, sales to deliver secure, highly-available, mission-critical systems. The ideal candidate will not only bring a broad technical skill set and experience, but will promote a client-centered philosophy, and have a passion for delivering world-class service.

Why You'll Love Working Here:
Modern office in downtown Vancouver
Above-market compensation

Full extended medical benefits, including dental and vision
Training and professional development budget to help advance your career
Strong belief in work/life balance (and we mean it)
Annual health & wellness grant to spend on almost anything to improve your life
Emphasis on innovation: we dedicate one day every month to our pet projects
And, BTW, innovation is rewarded with glory and seriously great prizes
Diverse, smart, and talented co-workers
Collaborative, fun work environment, where laughing and learning go together
Well-stocked kitchen with snacks, drinks, and ‘beverages'
Generous employee referral program
Fun days involving curling, frisbee golf, billiards at the pub, and so on
Annual xMatters Kickoff in cool cities like Las Vegas and San Diego
Flexible Work From Home policy

Responsibilities Will Include:
Have a strong client service focus with the commitment to excellence and desire to delight clients
Be a client ambassador who is passionate about creating a positive client experience
Solve problems and deliver an experience so profound that clients love using our products and services and actively recommend them to others
Troubleshooting issues from application to service providers
Capturing and analyzing data from simple to complex technical issues
Troubleshoot communication issues with SMTP, SMPP, HTTP, and related protocols
Working with VMWare, or other similar software, for replicating client issues
Providing support and communicating with enterprise level clients and end users
Eyes on glass - monitoring service and application dashboards for alerts
Working with service providers and third party vendors
On-call support

Bachelor's degree in Computer Science or related technical field
5+ years experience in a technical support role
Strong analytical skills and problem solving skills
Working knowledge of tools such as Pingdom, Runscope, and Splunk
Strong written and verbal communication skills
Working experience with Java applications or technologies
Strong proficiency with Microsoft and Unix operating systems
Strong understanding of networks and network troubleshooting
Experience with database technologies (Oracle, SQL Server, PostgreSQL)
Ability to quickly learn new technology and new products
Experience with ITSM tools like ServiceNow and Remedy

Stuff That Earns You Bonus Points:
Strong scripting skills (e.g., Bash/Javascript)
Knowledge and experience with public, private, and hybrid clouds