vitruvi Hiring for Technical Support – Tier 3 (Calgary or Remote) at Calgary, AB Full Time

Technical Support Tier 3 (Calgary or Remote)

Who we are

Vitruvi Software is growing! With hundreds of billions of dollars being spent building fiber networks to support the explosion of broadband demands and connected devices—IoT, 5G, smart cities, and smart grid, our addressable market is significant. We are transforming the telecom (wireless and wireline) telecom industry through our cloud-based construction management platform.

Our customers have a need (knowingly and unknowingly) to partner with Vitruvi to manage these complex projects. By fully integrating the entire construction ecosystem on a modern cloud-based application, our clients can deploy networks at a lower cost, on a more predictable schedule, and with decreased requirements for working capital. We truly are “Contributing to a more connected world”.

About this position

Brace yourself, in this role you will be stretched, challenged, pushed, and grown. Vitruvi is a disruptive solution and our customers are often late adopters when it comes to technology.

As our customer base grows exponentially, so does our commitment to serving every single one of them with trustworthy excellence.

This role has two openings for our highest level of frontline support. You’ll work directly with our global customers as well as our customer success and product managers. You will work directly within our platform, investigating critical issues, and informing internal teams on details they need to address any problems while you keep the customer and account teams up to date.

About you

You have Fortune500 experience interfacing directly with cross-functional leaders, managers, and individual contributors to extract, simplify, and communicate complex technical processes with poise and urgency. This role will require significant knowledge of the SaaS and managed software domains.

Additionally, the complexities of infrastructure planning, financing, construction, and operations would be an asset. You love problem solving, and communicating succinctly and concisely with the various audiences you interact with. For clarity, experience with SaaS or hosted software products facing Fortune500 companies is a requirement for this role.

Responsibilities

Manage inbound requests on a daily basis, from both customer / end-user and Customer Service Managers (CSM); requests are “post-sales” including, but not limited to our Vitruvi SaaS platform custom solutions/integrations that we host and manage.

Log into Vitruvi platform, sentry, knowledge database, Confluence, other data repositories and follow escalations procedures when applicable.

Identify opportunities for improvement of field procedures, and related service manual content, and update or report these.

Escalate defects, improvement requests, and ideas to the appropriate channels.

Remain the point of contact for our clients through to resolution.

Job Requirements

Minimum qualifications:
Bachelor’s degree in a technical field or equivalent practical experience in senior support roles.

3+ years experience with SaaS or hosted software products facing Fortune500 companies

Experience communicating and collaborating in a remote setting.

Knowledge of fundamentals of SaaS and managed software.

Understanding of network concepts and troubleshooting techniques and tools for web and mobile applications.

Coachable and curious.

Preferred qualifications:
Experience with sentry, datadog, SQL and other troubleshooting tools.

Advanced application, integration, monitoring knowledge.

Strong technical, organizational, and interpersonal skills.

Strong customer focus & commitment to providing world class customer support.

Ability to multi-task within different software/hardware environments.

Ability to work with a sense of urgency.

Ability to comply with on-call status and shift work.

Experience in the telecom infrastructure construction industry.

What we offer

An opportunity to contribute to a leading edge company that is disrupting the least digitized industry on the planet with our utility construction management platform

The chance to make an impact on the way our technology is being developed and going to market

A vibrant, dynamic and fast-paced work environment, where you will be able to grow as we grow

Collaborative and inspiring teams

Work in a Values-Based culture that places Trustworthiness and People at the forefront, built on the philosophy of Servant Leadership

Comprehensive salary and benefits package

Flexibility to set your own way of working and schedule

Fun work environment where we celebrate our successes!