Escalations Engineer

Job Title: Escalations Engineer

Location: Mississauga, Canada

Work Model: 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.
To us, being visionary is more important than doing things the way they’ve always been done.  

What’s in it for you?

The People - From our humble origins in our founder’s basement, to our industry leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasizes personal growth, continuous innovation and fun.

The Growth - Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line. SOTI is a fast-paced environment with a global reach that encourages you to make your mark and be part of something big!

The Technology - You’ll get the chance to work with leading edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI’s partners which include leading tech giants that will keep you on the cusp of emerging technologies.

 What You’ll Do

• Responsible for efficient and effective case management while adhering to established standard operating procedures for case documentation, customer follow-up, troubleshooting, research, etc.

• Drives escalations to resolution, collaborates with global peers and other SOTI organizations like Engineering, Sales, and other Support teams in addressing customer issues, and keeps all stakeholders communicated on the technical/resolution path

• Proactively analyses product defects/bugs/trends, serves as the customer champion, driving improvement opportunities on behalf of the customer 

• Validates and qualifies customer issues and business impact, which may require collaboration with more senior team members

• Contributes to the SOTI knowledge base in the form of new or updated technical documents focused on issue resolution or prevention

Qualifications

• The position requires 2+ years of customer-facing role, ~1 year of MDM experience

• Degree in Computer Information/Application Systems, Enterprise Computing, Information Technology or equivalent experience 

• Windows Active Directory or EntraID

• Certificate Management (PKI infrastructure)

• Basic knowledge of SQL

• Understanding of client-server architecture

• Experience with server configuration a plus: Windows Server 2016 / 2019 / 2022, Web server platforms (IIS)

• Understanding of specific mobile device platforms - any one of the following Mobile platforms (IOS, Windows or Android)

• Understanding of EMM (Enterprise Mobility Management)

• Knowledge of Android Enterprise or Apple DEP

• Strong written and verbal communication skills as well as excellent listening skills

• Eager to keep learning about new technologies and developments, and be agile with changes to the platform and environment

• Seeks appropriate input when making decisions, and effectively uses cross-functional relationships to achieve results

• Can work with minimal supervision, take the initiative - acting to change the direction of events when it is in the best interest of the business and the customer

• High levels of personal accountability, strong work ethic and value system, professional credibility well established with all stakeholders

• Demonstrates a clear commitment towards respect for individuals and is always willing to view a situation from different perspectives to arrive at the best decision

• SOTI product certification and/or certification from other EMM vendors are also preferred (but not a must)

#LI-RJ1

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.