ThoughtWire Hiring for Sr. Technical Support Specialist at Toronto, ON Full Time

Since 2009 we have been improving customer experience and enhancing ROI by supporting front line workers in Built Spaces to be safe, informed and productive. These exponential outcomes are achieved by using our patented and award winning Digital Twin technology which Senses, Thinks and Acts upon data from any type of connected system or sensor as well as the people within the built space.

A digital twin is a digital representation of a real-world entity or system. The implementation of a digital twin is an encapsulated software object or model that mirrors a unique physical object, process, organization, person or other abstraction.

Who we’re looking for:
The ThoughtWire customer success team is looking for a motivated individual to deliver outstanding customer service and product support to our healthcare or smart building clients. The Senior Technical Support Specialist role will focus on handling complex system support issues to ensure the operations of clients to maximize ThoughtWire SAAS platform up time.

The successful candidate will be responsible for providing exemplary service to clients in handling technical enquiries and maintaining the stability of the ThoughtWire software solutions. Inside ThoughtWire, the Senior Technical Support Specialist will assist and collaborate with other teams (i.e. Software Engineers) on client-specific issues, and provide support and guidance to the Customer Success team. When there are no active issues, the Senior Technical Support Specialist is expected to identify common issues and trends within client environments, and ensure those issues and trends receive appropriate attention. Finally, the candidate will perform daily oversight for the Customer Success team which will require experience in management oversight.

The key to success in this role is providing an excellent customer experience by proactively managing all application support issues.

What you’ll be doing:
Identify, map and implement continuous improvements to existing Customer Success processes

Troubleshoot issues and respond to queries from external customers, including outside of office hours

Design and execute SQL queries and shell scripts to generate meaningful data for other ThoughtWire teams such as engagement reports, or usage and improvement statistics

Attend meetings and occasional on-site visits as needed with internal or external clients as a representative of Customer Success team

What you’ll need:
At least5 years of external customer-facing experience in a software support environment

Experience working in a team lead capacity.

Post-secondary degree/diploma or equivalent professional experience

Excellent communication skills for interacting with external and internal customers

Experience with bash scripting to analyse server logs

Experience with SQL for data retrieval and some report generation

Some Linux administration experience to troubleshoot server processes

Ability to multitask and prioritize

Experience in any of these will make you stand out

Experience managing cloud services such as Azure or AWS

Experience with pro-actively identifying improvements to your workplace or processes

Experience of ITIL-compliant incident, problem and change service management

Basic SQL, HTML knowledge

Why you want to work for us:
Great colleagues, mentorship, and meaningful socially impactful work

Full benefits package from your start date – no waiting period!

Competitive salary

Flexible hours

Work from home

Great office location in Toronto’s Market District; near St. Lawrence Market