Toronto, ON
Support Engineer

Major Purpose of the Position:

The primary role of the Engineering Support Team is to provide high level (3rd tier) support for a variety of Toluna products and help guide the R&D team to product solutions.   Also, finding workarounds/alternatives and setting processes for the L1/L2 teams is a key responsibility. The ideal candidate would have experience with software development, SQL expertise as well as excellent communication and organizational skills.

Primary Responsibilities:

  • Work with the global support team to identify advanced client problems, reproduce issues and propose solutions;
  • Analyze application logs, database records and code snippets to identify common trends and underlying problems;
  • Review and debug code based on issues and help identify the problem area that needs to be addressed by the R&D team;
  • Use internal task and issue tracking system to escalate more serious problems and work with R&D team to troubleshoot them;
  • Update/create processes and documentation for recurring issues and also be involved in development of scripts/tools for improving workflow to exceed SLA requirements;
  • Provide technical support to product owners and help triage complex issues to the right resources;
  • Represent the support team when interacting with other departments or clients;
  • Training other team members on support related tasks and investigation techniques;
  • Involvement in an on-call rotation for urgent support issues (currently @ one week per month);

Minimum Qualifications:

  • 2+ Years total experience supporting or developing C# and ASP.NET applications
  • Must possess excellent verbal and written communication skills
  • Knowledge and experience with (Required):
    • Web Application Development in C# ( or MVC)
    • TSQL & MYSQL script development
    • Experience working with APIs and Postman (or similar)
    • Strong familiarity with AWS platform
    • JavaScript
    • Linux/Unix commands

Preferred Qualifications:

  • Bachelor’s Degree in Computer Science or related discipline; or equivalent experience.
  • Experience with back-end/database programming a plus.
  • Planning, logical thinking, time management, verbal/written communications, decision making and organizational skills.
  • Ability to operate under minimal supervision in a high pressure/fast-paced environment
  • Flexibility to change and quick to adapt

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