Senior Technical Support Engineer
AppNeta
Vancouver, BC
AppNeta is looking for a seasoned customer service "ninja" with a knack for solving technical problems and a fantastic attitude to join our team! You will be working hands-on with our clients, partnering with them to solve a wide array of intriguing challenges, and delivering the best service out there along the way. You'll also partner with Engineering, Product Management, Sales, and our executive team to bring visibility of our clients' needs to the forefront of all our processes.

This position requires considerable subject matter expertise in application and network troubleshooting, and a strong desire to help your peers "level up" both in technical concepts and customer service delivery. It's a unique opportunity to advance your career, expand your knowledge in the field, and evolve your service and account management skills at a top-tier level - not to mention you'll be having a GREAT time doing it!

What you'll be up to each day:
  • Creating model support experiences for our customers via phone and email via timely responses and issue resolution.
  • Setting the tone and example for our team by diving head first into technical problems to diagnose root causes and offer solutions.
  • Owning, managing, and reporting on key projects / deliverables as assigned.
  • Helping to train new clients on best practices and minimizing time to value with our product.
  • Jumping in to help on escalated technical/customer issues as needed
  • Working directly with Engineering teams to raise and provide detail on suspected product defects
  • Providing product feedback and improvement suggestions from the customer's perspective
  • Raising product defects (Jira/Github) and tracking progress of these in order to set correct expectations with clients
  • If needed, pitching in with hardware provisioning needs on an as-required basis (build-out, logistics).
Does this describe you?

  • Minimum of 3 years' experience in a support, administration, or operations role relating to network or application performance (preferably in a Senior capacity)
  • Truly passionate about driving complex technical issues to resolution and helping your customers succeed.
  • Notable experience in network troubleshooting (protocols, different types of infrastructure, etc).
  • Fluent operating in a Linux command line environment.
  • A strong writer, capable of expressing complex thoughts and workflow in clear and concise words.
  • Solid working knowledge of HTML, CSS, Selenium, and Javascript. You won't be coding style sheets or writing test scripts all day, but you aren't afraid to try your hand at debugging one every now and then.
  • You have battle-tested analytical and troubleshooting skills - no investigation is too tall an order.
  • Strong communication and interpersonal skills. You're capable and comfortable discussing technical concepts with both customers and colleagues alike.
Additional Skills (preferred, but not required):
  • You have a knowledge of and interest in web and network architecture. CCNA or equivalent certifications are a definite plus.
  • You've done a little bash scripting, Python coding, or Java stuff in your past.
  • You have a passion for sharing new ideas in a dynamic environment.
  • You're into technology outside of work and are always working to grow your knowledge!
If you're ready for a challenging and rewarding experience with a fast-evolving Vancouver tech startup, we can't wait to hear from you!

About AppNeta:
AppNeta is the leader in proactive end-user performance monitoring solutions built for the distributed enterprise. With AppNeta Performance Manager, IT and Network Ops teams can assure continual and exceptional delivery of business-critical applications. AppNeta's SaaS-based solutions give IT teams essential application and network performance data, allowing them to continuously monitor user experience across any application, network, data center or cloud.

At AppNeta, we take application and network performance seriously without taking ourselves too seriously. We are big believers in a work hard, play hard culture. We offer everything from catered lunch and free snacks to commuter benefits and Maternity/Paternity leave, and pride ourselves on providing a challenging yet fun and collaborative environment. For more on our company culture, perks, and benefits, check out our website: https://www.appneta.com/about/company-culture ( https://www.appneta.com/about/company-culture/ ).