Technical Analyst

  • 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 our customers quality of hire and improve recruiter efficiency.

Why work with us?

  • We are working on hard problems and your work will frequently get pushed into production environments with rapid feedback and iterations.

  • We strive for a work life balance at Ideal with a good balance of working together as a team in our Toronto office and work from home options.

  • Transparent environment with frequent updates across the entire business so you can learn from sales to engineering.

You can learn more at www.ideal.com.

Job Description

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

You’ll serve as a 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

  • Help with development and operations (devops) to help support a cloud based architecture and play a key role in release and health monitoring processes.

  • 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 Centre content related to Technical support, Data Release announcements and other frequent support cases

  • Maintain the Support Centre

  • 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

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