Software Support Specialist - Permanent

Visual Knowledge Share

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VKS is seeking a talented Software Support Specialist with good communication skills to remotely install our flagship web application on customer sites and support them thereafter.

Responsibilities

  • Create, deploy, and maintain new servers using our private cloud solution.
  • Work with infrastructure, development and sales departments to provision virtual appliances for new and existing customers.
  • Walk customers through the process of installing the software on their infrastructure and starting up their environments for the first time.
  • Assist customers with upgrades and migrations of their running instances.
  • Plan meetings with customers and maintain an implementation schedule.
  • Keep an updated file on each customer's installation.
  • Guide clients to set up best practices for backup and security.
  • Help customers troubleshoot server related issues they encounter while using the software and provide remote assistance when needed.
  • Gather information regarding problems that cannot be resolved, so that it can be assigned to next level support.
  • Produce and maintain technical documentation and procedures.
  • Monitor the services needed to perform server installations and upgrades (e.g. Docker registry, software repo, etc.)
  • Monitor the health of our testing and production infrastructure.
  • Help keep all testing and production server environments up to date.
  • Collaborate and work with other team members to ensure the infrastructure and applications that depend on it work harmoniously together.
  • Enhance and standardize development experience for team members.
  • Assist with requests for IT troubleshooting and internal services.
  • Create and adhere to timelines for multiple projects.
  • Proactively identify opportunities for process and software improvements and make constructive suggestions for change.

Skills & Requirements

  • At least 3 years of experience in doing customer support by phone and using remote software technologies.
  • Expert knowledge of Linux.
  • Knowledgeable on Windows servers.
  • Expert knowledge of server setup and usage, including full LAMP stack installation and maintenance.
  • Experience with Linux shell scripting.
  • Experience with VMWare ESXi, and other virtualization platforms.
  • Experience with enterprise level network/system security.
  • Experience with monitoring technologies.
  • Experience with cloud-based hosting and private cloud solutions.
  • Experience with backing up and synchronizing large volumes of data between servers.
  • Detail-oriented, strong problem-solving, people and communication skills as well as product/marketplace instincts.
  • Time management skills: Be able to prioritize work assignments and manage a calendar.
  • Be fluent in both French (at least 7/10) and English (at least 9/10). Additional languages are welcome.
  • Preference given to bilingual (English and French, spoken and written) candidates.
  • Nice to have:
    • Experience with Jenkins and other similar tools.
    • Experience with container based technologies, like Docker, and the tools used to manage them.
    • Experience with Ansible or other automation tools.
    • Experience with GitHub.

Position​: Permanent

Start date: As soon as possible

Indemnities: To be discussed

Work schedule: 40 hours/week, flexible


Can’t wait to hear from you

Come create with us, email your resume to: career@vksapp.com.