Remote Monitoring Support Engineer W/M

Are you a motivated and tech-savvy person with a passion for helping customers resolve cloud, server and back-up related issues? 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.

A fun, casual, and collaborative culture that embraces fresh ideas, innovation, and a strong customer-first mindset. At Opti9, we work hard, support each other, and never shy away from a challenge. As a Support Engineer I for Opti9, you'll be the first point of contact for customers experiencing technical issues. You'll troubleshoot basic problems, provide clear guidance, and ensure a positive support experience. This hands-on role is responsible for resolving alerts from our monitoring systems and resolving customers' technical tickets while providing a high-touch customer experience to our clients. This role will report to the Support Team Lead.

Answer incoming support calls and chats from the inbound queue and assist customers with technical issues in a timely and courteous manner

Provide level 1 support for Veeam Backup and Replication, Veeam Backup for Microsoft 365 and Zerto backup and disaster recovery solutions

Provide level 1 support for vCloud Director, Hyper-V and other virtualization technologies

Provide level 1 helpdesk and 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 against service level agreements

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

Respond to and resolve support tickets related to the on-going management of customer environments

Monitor ticket queue by responding, updating, and triaging to level 2

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

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

Associate’s degree, bachelor’s degree or equivalent experience in the technology field

Basic understanding of various IT disciplines; Virtualization, Networking, Storage

Experience working in technical support, help desk, or customer service

Confidently engages with external customers at both 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; Veeam, Microsoft, Networking, etc.

Experience with Microsoft Office 365

Experience working with or for Managed Service Providers

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

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

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

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.