FundThrough Looking for Client Support Engineer at Toronto, ON Full Time

Employer: FundThrough

Position: Client Support Engineer

Terms of Employment: Full-time / Permanent

Location: Toronto, Ontario

Employment Address: Hybrid work arrangement – Office location at260 Spadina Avenue, Unit 400, Toronto, Ontario M5T 2E4, remote work permitted from home within the Greater Toronto Area

Hours of Work: 37.5 hours/week

Language: English

Benefits: Eligible for discretionary bonuses and/or salary increases in accordance with company policy.

Salary: $67,641.60 – $70,000 CAD per annum

Contact: Please send resumes to [email protected] and include “Client Support Engineer” in the email subject line.

Duties:

• Apply in-depth troubleshooting and debugging skills along with your knowledge of systems, databases, and applications to get to the root cause of the customer’s issue.

• Reproduce, diagnose and resolve technical problems by setting up test environments to mirror the customer’s production set-up and perform tests using customer’s data or representative data.

• Apply testing methodology and debugging skills to narrow down the problem as needed.
• Triage, debug and resolve customer issues by consulting user guides, technical manuals, using our internal admin tooling, our development console and by reviewing the application code.
• Collect, organize and maintain a log for bugs and areas for improvement in our product with opportunity to write and develop solutions.
• Communicate effectively with the FundThrough Engineering team with step-by-step instructions to reproduce the issue and findings to identify root cause.
• Communicate remotely with users experiencing difficulties to determine and document problems experienced
• Work closely with and be responsible for escalating issues across multiple business units within FundThrough (e.g. Sales, Finance, Customer Success, Engineering, Product Management, etc.)
• Be the bridge between our Customer Success team and the wider Engineering team, to champion technical problems and drive them towards a speedy

Requirements

• College diploma in computer science, computer programming, engineering, mathematics or other related field

• 2+ of experience in a technical, customer-facing role
• Familiarity with Ruby on Rails, RSpec, native SQL; able to conduct preliminary debugging via github; able to propose fixes, simple improvements, including sample code and tests.
• Superior customer service skills
• Demonstrate an ability to perform expert technical support to internal teams and clients with highly professional written and oral communication skills
• Demonstrate an expert ability to manage the needs of multiple requests in order to create an effective schedule and then successfully adapt to changing that schedule on short notice as situations change
• Experience with web application

Benefits

Eligible for discretionary bonuses and/or salary increases in accordance with company policy.