Introduction 

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? 

We at FWI and Poppulo have come together to create the market’s most comprehensive omnichannel employee communications platform with unmatched personalization, measurement capabilities, and class-leading space management solution. For the first time, organizations can instantly connect with every employee -- both disconnected and connected -- wherever they work, through a single omnichannel platform. 

The combined business currently serves 6,000+ customers, connecting with and serving content to over 35 million employees in more than 80 countries. 

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with FWI/Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive. 

The Opportunity 

The Software Support Engineer I works closely with various internal teams and with the Development team to ensure that the software and hardware perform correctly for our customers, both during and post-implementation.  This position will evaluate customer software, hardware, network and other infrastructure issues and work with internal teams to address and resolve issues. The Software Support Engineer I will document and communicate thoroughly with all impacted parties. This position has a high degree of complexity and ownership to resolve the hardware and software issues that may arise. The Software Support Engineer I will report to the Sr. Director of Engineering and this position is not a management position. 

Key Responsibilities 

• Act as a top-level escalation point on support issues for key clients to the development team.  This will include remote and onsite troubleshooting and management of resolution 
• Analyse complex software implementations with customized criteria tailored for the specific customer’s environment  
• Own resolution process of customer escalations including providing detailed project plans, timelines and updates. Will document and maintain associated records for internal use and tracking  
• Build and define escalation process for the development team, implementing best practices and industry standards throughout the organization  
• Create and train on a scalable work-flow system for existing and future team members 
• Create and document detailed solutions and workarounds to build a knowledge database that can be shared with other departments 
• Work cross-functionally with the Sales, Technical Sales, Services and Support organizations to ensure the success of the FWI | Poppulo solutions with our customers 
• Work with all departments and Tier levels to obtain a fundamental understanding of the FWI | Poppulo’s software, services and hardware 
• Preparing and facilitating blameless postmortems after each production incident 
• Other duties as assigned 

Candidate Expertise Required 

• Bachelor’s Degree in Computer Science, related technical degree, or equivalent experience 
• 2-5 years of work experience supporting complex enterprise software and networking/systems 
• 2+ years’ experience interfacing and preserving client relationships in SaaS environment 
• Successful track record within a fast-paced, engaging, technology environment, working flexibly across a range of responsibilities  
• Proven ability to learn new software quickly for the purpose of supporting end-users  
• Effective communication: ability to listen and understand customer issues and translate into actionable requirements 
• Proven ability to prioritize and manage the escalation queue based on customer and business impact 
• Experience consulting with and training internal teams 
• Team player with strong interpersonal skills to work with development, sales, implementation and support in a dynamic and innovative company environment 
• Ability to troubleshoot Windows/Linux Server Infrastructure, associated networks, security issues and connectivity 
• Ability to troubleshoot operating systems including but not limited to Mac, Windows, iOS, and Android 
• Experience tracking and maintaining records within ticket management system(s) 
• Thorough understanding of current industry network hardware, protocols, and standards 
• Working knowledge of Cloud Storage concepts and computing (such as AWS and Azure) 
• Experience with relational and non-relational databases, administration and maintenance  
• Experience working with Group Policy and permissions to resolve and troubleshoot   
• Proven involvement in providing support via Remote Support tools  
• Experience configuring and/or using technologies such as VMWare and Docker/Kubernetes 

Soft Skills/ Nice to Have 

• Strong communication (written and oral) and teamwork behaviour within a diverse team environment. 
• Building good working relationships with other teams. 
• Ability to thrive in an innovative, collaborative and supportive culture. 
• Deep knowledge in Amazon Cloud Architecture and its services 
• Experience troubleshooting data integration software 
• Experienced with observability toolings such as Grafana, Kibana, Sentry and Prometheus 

• An excellent workplace culture 
• Competitive salary 
• Company performance-related bonus 
• Medical insurance 
• Flexible working hours 
• Educational assistance 
• In-house soft skills training