Position: Application Support Analyst
Location: Toronto, ON - Remote
Position Type: 6-month contract to start
Hours: Wednesday to Sunday, with rotational hours of 9am to 5pm or 12pm to 8pm EST
Posting Type: Open vacancy
The Application Support Analyst will leverage customer-facing expertise and be responsible for troubleshooting and addressing technical questions and platform issues including incidents. You will research and implement solutions to prevent or mitigate customer issues through a combination of proactive support and monitoring. You will partner with the Engineering team and other cross-functional teams to provide the highest level of support and subject matter expertise.
About the Job:
- Manage multiple priorities and own your work from end to end
- Manage incoming external and internal stakeholder requests via the JIRA Service Desk
- Recreate and replicate technical challenges with a mission to drive product change via configuration management, fixes, and deployments to client production and testing environments
- Contribute to the creation and enhancement of an application support specific customer knowledge base and document repository to be used for managing the technical specifics/requirements of each client
- Collaborate with the Product and Development Teams to build new features and fix bugs
Requirements:
- Bachelor’s Degree/Technical Diploma in a technical field or 4+ years of equivalent practical experience in a technical support role
- 2 to 4 years of troubleshooting experience in a Technical Support capacity
- Technical experience with relational databases (ex. Microsoft SQL Server), Linux environment, telemetry and logging tools, incident, ticket management tools, and various plug-ins/automated workflows (ex. Jira, Zendesk, Intercom), managing multiple testing environments, REST APIs, and how the web works
- Experience coding using programming languages such as XML, C#, Python, PHP, JavaScript/jQuery, Ruby, or similar
- Familiarity with Git and GitHub
- Communicate complex technical topics to customers and coworkers of varying technical skill levels
- Experience in building strategic plans that enable handling multiple projects simultaneously
- Experience with handling and escalating high volume of tickets
Please forward a polished resume to Arriane Liangcungco at arriane.liangcungco@quantum.ca.
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