Salary Range: 76360 to 114540 (Currency: CAD) (Pay period: per-year-salary)

What You’ll Do

• Issue Resolution:  
• Manage and resolve escalations from customer support by using a range of vendor tools and internal monitoring systems.  
• Perform detailed diagnostics to identify the root cause of issues, ensuring timely and effective resolution to maintain service reliability and customer satisfaction.  
Troubleshooting:  
• Diagnose and report issues related to both our API and frontend application.  
• Utilize strong analytical skills to pinpoint and document the specifics of problems, enabling quick and efficient solutions.  
Monitoring & Observability:  
• Employ cloud monitoring services, such as DataDog, to continuously track the health and performance of our systems.  
• Collaborate with engineers to design and implement advanced observability tools, providing comprehensive insights into system health and facilitating proactive issue detection and resolution.  
Vendor Coordination:  
• Handle escalations from our vendor partners by creating and managing tickets in their respective portals.  
• Ensure thorough reporting of issues and persistent follow-through to resolution, maintaining strong vendor relationships and high operational standards.  
Cross-Team Collaboration:  
• Work in close coordination with the trust and safety team to investigate and resolve escalations, ensuring secure and reliable operations.  
• Foster strong communication channels across teams to address issues efficiently and collaboratively.  
Development Collaboration:  
• Partner with the development team to identify, troubleshoot, and resolve complex issues impacting the backend messaging and calling systems.  
• Provide detailed diagnostic information and support to developers, facilitating quick and effective resolution of critical problems.  
Documentation & Reporting:  
• Maintain comprehensive and detailed records of issues, resolutions, and system health metrics.  
• Generate regular reports for management, offering insights into system performance and highlighting areas for improvement. 

Who You Are

• Education: 
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. 
Experience: 
• Proven experience in network operations, system administration, or a similar role, demonstrating a strong background in maintaining and troubleshooting complex systems. 
• Familiarity with troubleshooting RESTful and gRPC APIs, showcasing the ability to diagnose and resolve API-related issues effectively. 
• Proficiency in SQL, Excel, Elastic Search.
• Experience analysing large volumes of data to uncover issues and trends.
• Experience using tools like HOMER/heplify, tcpdump, Postman, curl, etc.
Skills:
• Strong problem-solving and analytical skills, with a keen ability to diagnose complex issues and develop effective solutions. 
• Excellent communication and collaboration abilities, enabling effective interaction with various teams and stakeholders. 
• Ability to manage multiple tasks and prioritize effectively, ensuring timely and efficient resolution of issues in a fast-paced environment. 
• Strong understanding of IP networking principles and practices.
Preferred Experience: 
• Hands-on experience with cloud monitoring services such as DataDog, highlighting proficiency in utilizing these tools for system monitoring and issue resolution. 
• Experience in telecommunications or a similar industry, demonstrating an understanding of the unique challenges and requirements of this sector.
• Knowledge of backend systems, networking and telecommunication protocols like SIP, SMPP, MMS or RCS, highlighting expertise in managing and troubleshooting messaging or calling systems.
• Familiarity with VoIP systems, showcasing an understanding of the technical aspects and operational requirements of voice over IP technologies. 
• Proficiency in scripting languages like Python, etc. 
• Prior experience with telecom, i.e. calling and messaging