Senior Customer Sustaining & Operational Support Specialist

Senior Customer Sustaining & Operational Support Specialist (Infrastructure Support Specialist)

Customer Sustaining & Operational Support is at the center of what makes Readymode and our customers wildly successful. Our mandate covers customer-facing work with our most important and most invested customers, as well as the behind the scenes sorcery that powers our industry-leading uptime and reliability.

We work alongside our colleagues in Technical Support, Operations, Infrastructure and Development to ensure our customers get the most out of working with us. You’ll leverage skills and experience in a wide range of situations, both interpersonal (working with customers) and technical (diagnosing niche SQL errors, identifying issues in production touching on hundreds of servers and thousands of clients).

The ideal candidate is curious, enthusiastic and has “how can I help?” coded in as their first response to any problem. You enjoy working with customers, and will drive the extra mile to ensure they are successful at what they've set out to accomplish. You’re able to see how the details add up to the big picture, and can quickly identify how small issues might compound into bigger problems. We’re currently expanding our coverage window, so you’re open to schedules that involve working on Saturday and/or Sunday.

What You'll Do

• Identify, troubleshoot, and remediate technical problems that occur in production, including those that are infrastructure-wide, long-term, and/or chronic.

• Escalate call-handling and protocol issues with VOIP carriers.

• Work directly with VIP customers on time-sensitive, business-critical issues, emphasizing the Four E’s of our company values. (Empathy, Empowerment, Engagement and Excellence)

• Perform configuration or client-data changes that cannot be made by clients or Support.

• Assist Development and QA teams setting up and troubleshooting server and software configurations.

• Roll-out new software releases, route updates, and other configurations

• Manage client distribution and load across production, balancing hardware allocations as necessary

• Certify server and server-loop configurations for production, development, and QA use.

• Other duties as assigned.

What you’ve done

• Technical diploma or degree

• 3+ years experience in a customer facing technical support role, as a tier 2 or 3 (or higher) support representative and/or 3+ years experience in the administration of Linux Based systems

• Ability to understand system architecture, internal interactions and analyze distributed logs to troubleshoot and resolve issues.

• Comfortable with linux and basic network commands: bash, ssh, scp, mtr, sftp

• Basic knowledge of MySQL

• Basic knowledge of Apache

• Able to write and read scripts. Experience with Ansible or similar tools is a plus.

• Exposure to CRM tools or related software products

Bonus Points

• Able to write and read scripts. Experience with Ansible or similar tools is a plus.

• Experience with VOIP, Asterisk or Freeswitch is a plus

• Ability to debug code, in particular php code, is a huge plus.

The Perks and Benefits

• The tools you need to get the job done - company computer sent to you!
• Group RRSP matching.
• A full benefits package that starts day 1.
• Opportunity to participate in our Employee Stock Option Plan.
• An education and training grant in your second year.
• Work/life balance.
• Remote and Flexible Work Opportunity.