Senior Escalations Engineer

Posted Yesterday
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Mississauga, ON
Senior level
Software
The Role
The Senior Escalations Engineer is responsible for managing complex customer case escalations, collaborating with various teams to resolve issues efficiently. Key tasks include developing technical training materials, contributing to the knowledge base, troubleshooting product defects, and maintaining effective communication with stakeholders. The role requires flexibility and readiness to work outside of regular hours when necessary.
Summary Generated by Built In

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.

 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 complex escalations to resolution collaborate 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
  • The candidate will be expected to be an expert in one or more SOTI product portfolios and will also be expected to write technical articles and case studies for the knowledge base. Ability to develop technical training material for internal audiences in at least one core SOTI product
  • Knowledge and expertise in advanced concepts, ability to review debug analysis, core dumps, etc. Proactively analyses product defects/bugs/trends and serves as the customer champion driving improvement opportunities on behalf of the customer. May need occasional customer visits
  • Ability to read/identify product code snippets while troubleshooting an issue
  • Contributes to the SOTI knowledgebase in the form of new or updated technical documents focused on issue resolution or prevention
  • Must demonstrate flexibility to meet the demands of the role, including being available to address critical issues outside regular working hours when required

Qualifications

  • Strong written and verbal communication skills as well as excellent listening skills
  • Leverage teamwork to achieve organizational goals, respect, and value the contribution of all team members, and foster collaboration among teams
  • Seeks appropriate input when making decisions, effectively uses cross-functional relationships to achieve results
  • Knows how to get things done through organizational hierarchies, pre-empts situations for issue avoidance, and gains commitment from others to take actions
  • Works independently take the initiative - acting to change the direction of events when it is in the best interest of the business and the customer
  • Drives innovation and implements plans that produce high-impact and high-quality results
  • High levels of personal accountability, strong work ethic, and value system, and professional credibility well established with all stakeholders

Experience You’ll Bring

  • Degree in Computer Information/Application Systems, Enterprise Computing, Information Technology or equivalent experience
  • Windows Active Directory
  • Certificate Management (PKI Infrastructure)
  • Strong understanding of specific mobile device platforms – such as IOS, Windows, and Android
  • Strong understanding of Android Enterprise and Android script commands
  • Knowledge of current mobile device trends
  • Understanding of Mail clients, SharePoint, Proxy Server
  • MS-SQL scripting, SQL trace analysis
  • Good to have - knowledge of Windows sys-internal tools
  • Strong understanding of Client Server architecture
  • Understanding of network architectures, load balancers, firewalls, etc.
  • Experience with server configuration a plus: Windows Server 2012 / 2016 / 2019, Web server platforms (IIS)
  • Exchange 2016/2019/O365 or Google apps for business
  • Understanding at least one enterprise-level mobile device management application such as Microsoft Intunes / Citrix Endpoint Management / MobileIron / AirWatch / SOTI is preferred
  • Technical troubleshooting and hands-on experience with iOS & Android devices are required
  • In-depth knowledge of troubleshooting methods - both client and server-side (EMM)
  • Knowledge of Log analysis would be an added advantage (Android ADB & iOS X-Code logs)
  • Proven experience working on the critical system down issues and escalations
  • The position requires 6 to 10 years of related experience and/or a bachelor’s degree in a related field.
  • SOTI product certification and/or certification from other EMM vendors are also preferred (but not a must)

#LI-RJ1

If you want to bring your ideas to life, apply at SOTI today.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 [email protected].

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.

Top Skills

Android
SQL
Windows
The Company
HQ: Mississauga, ON
2,071 Employees
On-site Workplace
Year Founded: 1995

What We Do

SOTI is a global provider of enterprise software solutions that go beyond traditional MDM/EMM/UEM. For over 25 years, SOTI has been trusted by companies to get the most out of their mobile operations. It continues to be recognized as an industry leader and an innovator in the mobile management space and beyond.

With the SOTI ONE Platform, businesses get the most out of smartphones, tablets, wearables, cameras, POS terminals, kiosks, scanners and more. Additionally, SOTI enables organizations to rapidly build mobile apps to replace paper-based processes and manage enterprise-grade printers

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