Technical Support Specialist, Level 3

SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.
Job Title: Technical Support Specialist, Level 3
Location: Mississauga (Hybrid)
Who We Are
At SOTI, we are committed to delivering best in class mobile and IoT device management solutions. We are looking for out of the box thinkers that appreciate the art of creating great software.
What We’re Looking For
SOTI’s growth and success is a result of commitment to innovation through entrepreneurial culture and leadership. Employees are driven to make an impact, offer a unique value and most importantly, be part of a winning team. You are an educated professional at an early stage of your career. You have a great passion for modern technology, and you are driven by your energy to identify and resolve complex problems, while providing excellent customer service. If you are eager to prove your understanding of computer networking principles, your strong problem solving abilities in a fast paced environment, and you are willing to learn and grow, then this position offers numerous growth opportunities and a long-lasting career with SOTI.
What You’ll Do

• Provide higher tier customer experience on SOTI MDM solutions
• Provide telephone and email based post-sales Technical Support for our software products
• Responsible for triaging JIRA tickets related to SOTI One platform
• Mentor Level 1 and Level 2 support personnel
• Take ownership of escalations from internal and external stake holders
• Work with the TAM on handling cases raised by Enterprise accounts
• Produce accurate and detailed documentation outlining technical issues and resolutions
• Work with internal teams to train, develop and document new product features, changes, and improvements
• Opportunity for occasional travel to local and international destinations for trade shows / events
• Perform other duties outside of the above scope as directed by management
• Contribute to the department's efforts in achieving the SOTI Sync registration objectives and actively participate in and collaborate on other company initiatives.

Experience You’ll Bring:

• Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field
• Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Subnetting)
• Previous knowledge with Windows Server 2008/2008 R2/2012/2016 and other technologies (i.e., SQL /Virtual servers)
• Knowledge of mobile computing platforms (Android, iOS, Windows Desktop and Mobile, MacOS, Linux and Zebra printers)
• Ticket Management using CRM tools such as salesforce and JIRA would be an asset
• Minimum 2-3 years of relevant customer service experience
• Strong problem-solving abilities, Strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results oriented)
• Understanding of High Availability (HA) and large deployment environments
• Read/write SQL Scripts and SQL Trace for troubleshooting
• Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives
• Outstanding verbal and written communication skills in English

About SOTI
SOTI is a proven innovator and industry leader for simplifying business mobility solutions by making them smarter, faster and more reliable. With SOTI’s innovative portfolio of solutions, organizations can trust SOTI to elevate and streamline their mobile operations, maximize their ROI and reduce device downtime. Globally, with over 17,000 customers, SOTI has proven itself to be the go-to mobile platform provider to manage, secure and support business-critical devices. With SOTI’s world-class support, enterprises can take mobility to endless possibilities. For more information, visit soti.net.
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We are committed to providing accessible employment practices that are in compliance with the requirements under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation during any stage of the recruitment process, please notify People & Culture at .
Please note that SOTI does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee.