Back Office Support Specialist
J
JobgetherVideo security
Based in CanadaFull-TimeJunior
Salary75,000 - 80,000 CAD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- At least 1 year of experience in senior technical support, technical account management, escalation management, or a related technical support position.
- Required Skills
- Networking
Requirements
- Have at least 1 year of experience in senior technical support, technical account management, escalation management, or a related technical support position.
- Demonstrate strong technical troubleshooting and analytical skills, including the ability to investigate complex, multi-layered issues independently.
- Bring familiarity with video management systems, access control solutions, server hardware, networking, or enterprise software environments; this is an advantage.
- Interpret diagnostic logs, collect technical evidence, identify patterns, and conduct structured root-cause investigations.
- Have experience managing technical escalations and coordinating resolutions across multiple teams and stakeholders.
- Prioritize and organize competing cases, including in high-pressure situations.
- Document technical investigations and explain complex issues to different audiences.
- Participate in cross-functional troubleshooting sessions and knowledge-sharing initiatives.
- Be flexible to participate in weekend and off-hours on-call rotations when required.
Responsibilities
- Monitor incoming back-office support cases, assess severity, and prioritize investigations by customer impact, urgency, and service-level agreements.
- Investigate and resolve complex issues involving video management systems, access control technologies, server hardware, networking infrastructure, and analytics software.
- Coordinate with escalation partners, frontline support teams, field specialists, Quality Assurance, and software and hardware engineers to resolve complex cases.
- Identify underlying issues and recurring defects through technical investigations, and recommend corrective actions.
- Participate in and facilitate technical swarm sessions for critical outages, product defects, and high-impact enterprise customer incidents.
- Document troubleshooting activities, diagnostic logs, investigation findings, and root-cause analyses.
- Contribute to technical documentation and knowledge bases to support Tier 1 and Tier 2 teams.
- Participate in weekend and after-hours on-call rotations for critical incidents and enterprise customer support.
View Full Description & ApplyYou'll be redirected to the employer's site
