Overview

Centro Technical Support Specialist Full Time in Toronto, ON

Centro

Branch Toronto ON CA

Position:
Technical Support Specialist
Location:
Toronto, ON

Minimum 2 years of experience in a technical support role. Develop and maintain Support procedures and policies….

ABOUT THE PRODUCT AND ENGINEERING TEAM At Centro, we’ve always been about making people’s lives better—from our employees to our clients. Today, we’re building a unified platform to execute every digital media advertising transaction, thus providing a new level of automation and intelligence in ad tech. This is an enormous task that will disrupt an industry and improve the lives of those who work within it.

To do this, we’re aggressively growing our team of engineers, product developers and designers. We are imaginative, passionate, determined and relentless in our efforts. Of course, we are fascinated by the complexity of engineering problems at this scale—it’s what brings bright minds together. But what keeps us coming back (and why we love coming to work everyday) is the chance to improve how work gets done: freeing up people’s time so that they can dream bigger and make life better.

Come build something amazing with us.
ABOUT THE ROLE The Platform Support team is looking for a talented individual who wants broad exposure to the technologies that support our real-time bidding (RTB) platform. The team is responsible for managing support for the entire platform.

The Technical Support Specialist is responsible for providing solutions to our customers through understanding of the platform, ability to research and find answers to customer’s questions and communication with engineering and product management.

We offer an opportunity for talented individuals to get on board with an organization that is growing at a rapid pace. If you thrive on providing support and solve day to day challenges, you will love working with our team.
CORE RESPONSIBILITIES

  • Take ownership by troubleshooting and diagnosing complex technical issues, while maintaining appropriate level of contact with affected customer.
  • Help to unblock customers from challenges they have encountered, and improving the overall platform
  • Maintain a persistent point of contact between business and technology staff
  • Develop and maintain Support procedures and policies
  • Provide feedback and make proposals to improve support processes
  • Communicate clearly and precisely with customers to determine expectations for resolutions and provide workarounds to system defects. Take corrective action to help customers when possible
  • Troubleshoot and diagnose complex technical customer issues using a variety of resources, including documentation, knowledge base, and bug database,
  • Escalate issues to engineering when applicable.
  • Run customer test cases when available, and develop test cases and examples as required to resolve problems, using methodical testing to isolate and identify problems.
  • Document technical information in online knowledge base and assist others to do the same.
  • Identify defects on the product and enter clear and precise information on how to reproduce them using the bug tracking system. Provide additional information to Development as needed to resolve bugs.
  • Learn new system features and technology.
  • Learn and interpret current and future monitoring systems

QUALIFICATIONS

  • Minimum 2 years of experience in a technical support role.
  • High preference to candidates with digital marketing industry experience
  • Experience supporting a mission-critical business application preferred
  • Passion for technology and desire to learn about real-time platforms
  • Excellent communication and client facing skills, ability to convey technical aspects to non-technical audience
  • A strong sense of customer service with attention to detail
  • Energetic, vocal, not afraid to speak up and ask questions
  • Ability to multitask in a fast paced environment and maintain attention to details
  • Self-motivated and curious, eager to learn when faced with challenges
  • A high degree of technical aptitude and troubleshooting skills specific to software related issues
  • Strong, hands-on technical skills – knowledge of SQL and scripting languages
  • Familiarity with issue ticketing systems (JIRA preferred)
  • Familiarity with issue ticketing systems (JIRA preferred)
  • Knowledge of HTML / HTTP / REST Fundamentals
  • Experience with monitoring software such as Nagios or Graphite
  • Experience with Software testing and Software QA

Centro is an Equal Opportunity Employer and does not discriminate against any employee or applicant on the basis of race, gender, age, disability or any other basis protected under the law.

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Toronto, ON, CA
Posted on: 2015-08-01
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