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Support Engineer

BC, California, Ontario or Quebec- Remote

About The Company 

xMatters helps enterprises prevent, manage and resolve IT incidents. xMatters industry-leading Service Availability platform prevents IT issues from becoming big business problems. Large enterprises, small workgroups, and innovative DevOps teams rely on its proactive issue resolution service to maintain operational visibility and control in today’s highly-fragmented IT environment. xMatters provides toolchain integrations to hundreds of IT management, security and DevOps tools. xMatters is the primary Service Availability platform trusted by leading global companies and innovative challengers including BMC Software, Credit Suisse, Danske Bank, DXC technology, Experian, Intuit, NVIDIA, Sony Network Interactive, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide.

Cool Culture: Why You’ll Love Working Here
  • Cool new office in downtown Vancouver
  • Above-market compensation
  • Full extended medical benefits, including dental and vision
  • Training and professional development budget to help advance your career
  • Strong belief in work/life balance (and we mean it)
  • Annual health & wellness grant to spend on almost anything to improve your life
  • Diverse, smart, and talented co-workers
  • Collaborative, fun work environment, where laughing and learning go together
  • Well-stocked kitchen with snacks, drinks, and ‘beverages’
  • Generous employee referral program
  • Fun days involving go-carting, frisbee golf, pool at the pub, and so on
  • RRSP Matching

The Position

xMatters is hiring a Support Engineer who has in-depth experience and a proven track record delivering outstanding client service. In this role you’ll be expected to capture user experiences, troubleshoot technical issues, and analyze data to bring issues to resolution. This position requires cross-team collaboration and communication – you’ll work with other engineers, product managers, consulting, sales to deliver secure, highly-available, mission- critical systems. The ideal candidate will not only bring a broad technical skill set and experience, but will promote a client-centered philosophy, and have a passion for delivering world-class service. If you have a strong client service focus with the commitment to excellence the desire to delight clients and are passionate about being a client ambassador, let’s talk.

Responsibilities Will Include:

  • Solve problems and deliver an experience so profound that clients loveusing our products and services and actively recommend them to others
  • Troubleshooting issues from application to service providers
  • Capturing and analyzing data from simple to complex technical issues
  • Troubleshoot communication issues with SMTP, SMPP, HTTP, and related protocols
  • Providing support and communicating with enterprise level clients and end users
  • Eyes on glass - monitoring service and application dashboards for alerts
  • Working with service providers and third party vendors
  • On-call support

Requirements:

  • Bachelor's degree in Computer Science or related technical field
  • 5+ years experience in a technical support role
  • Strong analytical skills and problem solving skills
  • Working knowledge of tools such as Pingdom, Runscope, and Splunk
  • Strong written and verbal communication skills
  • Working experience with Java applications or technologies
  • Strong proficiency with Microsoft and Unix operating systems
  • Strong understanding of networks and network troubleshooting
  • Experience with database technologies (Oracle, SQL Server, PostgreSQL)
  • Ability to quickly learn new technology and new products
  • Experience with ITSM tools like ServiceNow and Remedy
  • An understanding of current industry Incident communications or Incident Management

Stuff That Earns You Bonus Points:

  • Agree to acceptable use policy
  • Background check

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