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
