Support Engineer II

Is this you?   Are you an experienced Support Engineer with a can-do attitude and a passion for Customer satisfaction, managing clients, virtual environments, multi-OS support, Veeam B&R, networking and systems administration? If you want to do amazing work, oversee our client's managed infrastructure, resolve issues, and have a little fun along the way with good people, then this position is for you! 

Who are we?  Glad you asked! Opti9 is a trusted cloud solutions provider committed to delivering industry-leading, tailored solutions that meet the unique needs of businesses across a wide range of industries. We are a premier Veeam partner, as well as an AWS Premier Consulting Partner and Certified Solution Provider. Our expertise includes managed cloud, backup and replication, disaster recovery, security, and Microsoft 365 solutions. In the public cloud space, we specialize in migration, optimization, transformation, and cloud-first application consulting.   

What would you do?  As a Support Engineer II for Opti9, you will work with the support teams to resolve day-to-day support-related issues for our clients. This hands-on role is responsible for resolving alerts/alarms from our monitoring systems and resolving customers' technical tickets while providing exceptional customer engagement and support. 

As a Second Level Support Engineer for Opti9, you will work with our world class support team to ensure timely resolution of customer issues. This hands-on role is responsible for diagnosing and repairing issues within client environments of varying sizes (from SMB to Enterprise) across numerous products and platforms. In this fast-paced role, you will have the opportunity to learn many new technologies and work with customers around the world. 

What are the details? 

Primary Responsibilities 

• Provide concise, consistent, and effective communication and ensure timely resolution of client issues 

• Provide support for Veeam Backup and Replication, Veeam Backup for Microsoft 365, and Zerto backup and disaster recovery solutions 

• Provide support for vCloud Director, Hyper-V and other virtualization technologies 

• Provide occasional on-site support for Managed Services clients in Ottawa 

• Troubleshooting server operating system issues - primarily Microsoft Windows Server but may also work with Linux-based systems (Ubuntu, FreeBSD, CentOS, RHEL) 

• Manage multiple tickets, prioritizing work based on urgency and service level commitments 

• Work with management to recommend process enhancements to improve efficiency and customer experience 

• Assist in mentoring and training junior engineers 

• Perform administrative tasks for managed clients, such as monitoring, troubleshooting, patching, updating, and configuring various systems or applications 

• Work with our product engineering team to provide input on development of automations, new features and other enhancements to business systems and internal processes 

• Create, update and maintain documentation in our internal document management platform 

• Provide feedback to our infrastructure teams (Cloud, Network, BCDR, etc.) to improve our service, response, and remediation times 

• Work onsite in our Ottawa office a minimum of 2 days per week 

• Applicants must be open to working a flexible schedule which could include early mornings and late evenings 

What do you know? 

Basic Qualifications: 

• 3+ years of combined experience in cloud technologies or business continuity as a technician, administrator, engineer, or helpdesk team member e.g. VMware, Windows, Hyper-V, Linux, and Veeam other backup technologies 

• Basic understanding of networking technologies including TCP/IP, DHCP, DNS 

• Experience working with switching and firewall technologies 

• Extensive knowledge of various IT disciplines; Virtualization, Networking, Storage 

• Hands on experience managing backup and disaster recovery strategies and solutions 

• Experience with Microsoft Active Directory (on-premises) as well as Azure Identity Management 

• Experience troubleshooting and diagnosing complex issues involving multiple IT disciplines 

• Professional communication, documentation, problem-solving and organizational skills 

• Strong time management and prioritization skills 

• Highly comfortable engaging with external customers at the technical and executive levels 

• Ability to travel to client sites for on-site support as required (valid driver’s license and access to a reliable vehicle required; mileage reimbursed) 

Preferred Qualifications:   

• Professional Certifications e.g., Veeam, Microsoft, Zerto, etc.  

• Experience working with ticketing systems such as Zendesk 

• Experience with monitoring tools such as Nagios, Icinga, Zabbix, etc. 

• Experience with VMware, Veeam Backup and Replication, and Hyper-V 

• Experience with Microsoft Office 365 

• Experience working with or for Managed Service Providers 

• Experience providing on-site support to clients 

• Knowledge of public cloud platforms (IaaS and PaaS) – Azure/AWS/GCP 

• Previous hands-on experience in DRaaS, BaaS, and virtualization platforms 

• Ability to articulate complex concepts to cross-functional audiences 

• Demonstrated ability to adapt to new technologies and learn quickly 

What do you get from us?   

At Opti9, we believe work should be more than just a job—it should be a place where you feel valued, supported, and excited to grow. When you join our team, here’s what you can expect:    

• Paid Time Off  – Generous PTO and paid holidays so you can recharge, take care of what matters, and bring your best self to work       

• Flexible Work Options  – Enjoy the flexibility of a hybrid schedule with a mix of remote and in-office work   

• Health & Dental Coverage  – Comprehensive insurance plans to keep you and your family healthy including EAP benefits      

• Wellness Reimbursement  – An annual benefit to support your physical and mental well-being, covering a wide range of health-related expenses      

• Retirement Plan with Company Match  – Invest in your future with our matched retirement savings program      

• Casual, Supportive Culture  – We keep things laid-back but focused, with a strong emphasis on teamwork and accountability      

• Recognition & Rewards  – We celebrate wins and recognize contributions with regular programs that highlight your impact      

• Professional Development  – Access learning opportunities, training programs and support for certifications to help you grow your career       

• Give Back Together  – Participate in group volunteer opportunities and community initiatives that align with our values      

• A Place You’ll Want to Be  – We’re building a team of great people doing meaningful work—and we have fun doing it  

Opti9 provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, service in the military, or any other legally protected characteristic.

Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.