Technical Customer Support

  • 26 Soho St, Toronto, ON M5T 1Z7, Canada
  • Full-time

Company Description

Ideal empowers talent acquisition teams to make data-backed, high-volume hiring decisions using artificial intelligence. Our goal is to maximize your quality of hire and improve recruiter efficiency.

Using Ideal, employers can:

  • shortlist candidates past and present 
  • improve quality of hire
  • slash turnover
  • reduce bias
  • decrease time to fill
  • make time for high-value work

You can learn more at www.ideal.com.

Job Description

We are currently seeking a Technical Support Specialist for our office in downtown Toronto!

You’ll serve as the primary point of contact for providing technical support for our products and work closely with Product, Engineering and Customer Success. This is an amazing opportunity to work with the latest technology, grow, and have a big impact on the success of our customers, the product and the company.

  • Provide exceptional customer service and timely responses to technical issues and support requests related to Ideal

  • Troubleshoot problems relating to user access, loading of data, usage questions, configuration issues, software/API issues, installations and program errors

  • Investigate and report on specific software issues in detail to developers / vendors, tracking to completion and coordinating bug fixes

  • Configure and improve the customer support workflow; tracking and improving on the Support metrics / KPIs

  • Create and recycle Support Center content related to Technical support, Data Release announcements and other frequent support cases

  • Maintain the Support Center

  • Provide guidance and support to other areas of data operations as required

Qualifications

  • Expert Technical skills working with PostgreSQL, AWS, System Administration (Linux), Networking, Browser debugging using the Developer Console, Log Analysis tools (grep, awk, perl etc) and experience with JSON and XML
  • Proficient with CRM and ticketing systems/processes (eg: Salesforce, Jira)

  • Experienced at supporting cloud applications including API connections

  • Strong Linux experience, including bash scripting and log processing

  • Skilled at scripting/programming languages.