Senior Technical Support

Job Responsibility: Userful™ is a leading provider of software-defined AV over IP for advanced operations of mission-critical environments and core workflows, serving IT organizations worldwide. Userful's unified software platform provides services and management through a complete suite of enterprise AV applications for comprehensive organizational and situational awareness, and readiness for modernized operations. Userful harnesses the same unified platform to provide global manageability through a single-pane-of-glass. Userful's solutions have won multiple awards, secured strategic global partnerships, and have been deployed in countless Fortune 500 and notable companies globally including Audi, HP, Samsung, LG, Unilumin, Comcast, Coca-Cola, Wayfair, Ford, Dell, the Calgary Tower and more!

The Opportunity

Reporting to the Director of Customer Support, your mission is to serve as the first point of contact for incoming support issues, prioritizing exceptional customer experience and adept technical problem-solving. You will establish and enhance a consistent, high level of networking expertise within the Userful Support Team, fostering a collaborative and knowledgeable environment. Additionally, you will develop a sustainable and repeatable model for training both end customers and partners on Userful's suite of solutions, ensuring comprehensive understanding and proficient use of our products.

Key Responsibilities

• Provide timely and effective technical support to our enterprise clients via phone, email, and remote assistance
• Troubleshoot and resolve complex networking issues, including but not limited to routing, switching, and firewall configurations
• Collaborate with cross-functional teams to escalate and resolve customer issues promptly
• Provide technical support for on-premise & AWS Cloud-connected customers
• Senior role within a professional global support team, including skills development, training, and performance management
• Continuous improvement of the support knowledge base and accountability to key performance indicators (KPIs)
• Successfully manage CRM tickets, Calls, Documentation, and prioritize issues by severity. Respond within the SLA and in a professional manner
• Support services for Linux related operating systems, including CentOS

Minimum Qualifications

• 3+ years' experience supporting IT computer networks
• Proven experience in a technical support role, preferably in an enterprise environment
• Experience with current Linux Operating Systems, including but not limited to CentOS, RedHat
• Strong understanding of networking principles and protocols, including TCP/IP, DNS, DHCP, VLANs, and VPNs
• Experience with a support ticketing system/CRM
• Excellent communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences
• Diploma or degree in computer science or IT related field
• Ability to work independently and collaboratively in a fast-paced environment

Strong Assets

If you're customer-centric, and the prospect of collaborating in a dynamic team to provide world-class technical support intrigues you, then the Senior Technical Support role with Userful could be the perfect opportunity for you!

Total Compensation

We offer a competitive package including your base salary, stock options, health benefits (including HSA), free gym membership (on-site), flexible Paid Time Off, educational resources, subsidized parking and more!

Environment

Userful has a friendly, corporate environment in Calgary's downtown core. We are in the First Tower and on the 2nd floor you will find a bright and cozy public workspace, a huge, fully-equipped gym, and connection to the convenient +15 skywalk. Regular work weeks are typically forty hours with flexible schedules, as Userful strives to support a strong work-life balance.

Our Commitment to Equal Opportunity and Diversity

Hiring decisions are based on qualifications, job requirements, and business needs. All applicants are considered regardless of race, religious beliefs, gender, gender expression, physical disability, mental disability, age, national origin, marital status, or sexual orientation. Accommodation for applicants with disabilities is also available on request during the recruitment process.

Userful has a Zero Tolerance policy and is opposed to all forms of harassment or retaliation, including sexual, racial, and ethnic or religious harassment, regardless of whether the harassment or retaliation occurs directly or indirectly.

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