About Tantalus Systems (TSX: GRID)
Tantalus is a smart grid technology company that transforms aging one-way grids into future-proofed multi-directional grids that improve the efficiency, reliability and sustainability of public power and electric cooperative utilities and the communities they serve. Our solutions are purpose-built to allow utilities to restore power quickly after major disruptions, adapt to rapidly shifting consumer expectations and population shifts, innovate new solutions based on the adoption of distributed energy resources and evolve their grid infrastructure at their own pace without needless cost or complexity. All this gives our user community the flexibility they need to get the most value from existing infrastructure investments while planning for future requirements.
Come join us if you’re interested in being part of an entrepreneurial team, solving complex technical problems and delivering innovative solutions that will directly impact the electrification of everything and the decarbonization of our society.
We are headquartered in Burnaby, BC, Canada with commercial headquarters in Raleigh NC.
This role offers a competitive salary plus variable compensation tied to business unit scale objectives. Tantalus offers full health, dental and vision plans, flexible hours, hybrid/remote work styles and vacation.
Learn more at www.tantalus.com .
The Opportunity:
Reporting to the Director, Product Support, the Technical Support Engineer is a member of the Customer Operations team and is responsible for assisting the team in deploying, operating, maintaining and troubleshooting for Tantalus customers. The Technical Support Engineer will be the primary technical interface between the Field Operations and Product Development departments in ensuring products in the field are maintained and functioning.
Location of Position:
This position will be based remotely within your home-based office (Canada).
Specifically, the Technical Support Engineer will:
Be responsible for troubleshooting and solving problems that span some or all of the TUNet technology set, including: embedded hardware and software, RF and IP communications networks, database, Linux back-end, web front-end and service interfaces
Upgrade and patch TUNet software on customer systems
Configure and maintain billing exports
Periodic support to supervise or monitor the introduction of new products in the field
Be responsible for reviewing and prioritizing open cases and escalating as required
Work collaboratively to develop, establish, and improve processes and procedures related to Tantalus’ technical knowledge base, online community and other documentation
Be required, periodically, to perform miscellaneous scripting tasks
Occasional travel to customer sites may be required for support work and/or personal training
Partake in an after-hours support call program approximately 2 weeks/quarter.
Other duties as assigned
What you Bring:
Education and Experience
Diploma in information technology or higher
2+ years of experience in a customer service or technical support role
Must be comfortable in a Linux environment
Experience with Unix/Linux command line and shell scripting, primarily Bash.
Working knowledge of IP networking including TCP/IP, FTP, SSH, firewall
Virtual Machine/Environment experience (VMWare ESXi, HyperV,)
Understanding, exposure to or experience with Oracle SQL or similar RDBMS.
Experience in development, maintenance and updating of in-house automation tooling is an asset
Knowledge and previous experience with a support ticket/issue reporting system is an asset.
Knowledge and experience with Salesforce.com is an asset.
Experience working to analyze, troubleshoot, debug, investigate, and to present the results.
Personal Attributes Required:
Attention to detail and strong problem-solving skills
Self-motivated and able to work independently while exercising initiative, flexibility, and good judgement
Strong organizational and planning skills
Ability to effectively prioritize and multi-task, and remain focused in a fast paced, high volume work environment
Excellent collaborative and interpersonal skills
Desire to learn new skills in a dynamic and demanding environment
Excellent interpersonal, written, and oral communication skills
Job Type: Full-time
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