[Remote] Technical Support Specialist at OpsLevel

Canada

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software, SaaSIndustries

Requirements

Proven experience in technical troubleshooting and customer support for a technical SaaS platform
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills - both written and on video calls
Ability to work independently and as part of a team
Experience with customer support software/ticketing systems
Demonstrated ability to maintain composure under pressure
A passion for providing exceptional customer service
Ability to learn and adapt to new technologies quickly
Bonus Skills
Worked in the DevOps or Software development space
Some familiarity with APIs and basic scripting
Highly proficient with Slack and GSuite

Responsibilities

Deliver exceptional customer experiences by providing timely and effective technical support
Proactively diagnose and resolve complex technical issues, ensuring minimal disruption to customer operations
Utilize advanced troubleshooting methodologies and tools to identify and resolve root causes
Actively listen to customer concerns and demonstrate empathy, ensuring a positive and professional interaction
Communicate technical information clearly and concisely, translating complex concepts into easily understandable terms for non-technical users
Document troubleshooting steps and solutions for knowledge sharing and future reference, contributing to our knowledge base
Analyze customer feedback and support data to identify trends and areas for improvement, proactively addressing potential issues
Collaborate with cross-functional teams (e.g., engineering, product) to escalate and resolve complex issues
Maintain a deep understanding of our products and services to provide accurate and effective support
Drive customer advocacy by consistently exceeding expectations and fostering a culture of customer-centricity
Provide training and guidance to customers on best practices and product usage
Manage customer expectations and provide regular updates on issue resolution progress

Skills

Key technologies and capabilities for this role

TroubleshootingTechnical SupportCustomer SupportProblem ResolutionCommunicationDiagnostics

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a fully remote position with team members across North America and Europe.

What are the key skills required for the Technical Support Specialist role?

The role requires technical expertise in troubleshooting complex issues, strong communication skills to explain concepts clearly to non-technical users, empathy, active listening, and the ability to collaborate with cross-functional teams.

What is the company culture like at OpsLevel?

OpsLevel has a fully remote culture emphasizing values like Empathy, Growth Mindset, Intellectual Honesty, Focus & Efficiency, and Simplicity, with team activities like trivia over lunch and sharing pet photos.

What salary or compensation is offered for this role?

This information is not specified in the job description.

What makes a strong candidate for this Technical Support Specialist position?

A strong candidate is highly motivated, customer-focused, passionate about solving complex technical challenges, and skilled in technical troubleshooting, clear communication, empathy, and cross-functional collaboration.

OpsLevel

Platform for managing microservices efficiently

About OpsLevel

OpsLevel provides a platform that assists engineering teams in managing their microservices through an auto-populating service catalog and automated checks. The service catalog helps teams track their infrastructure, ensuring consistency across projects, while the automated checks offer measurable metrics to improve code quality. Targeting organizations in the tech industry that use microservices, OpsLevel operates within the DevOps space and follows a subscription-based business model. Founded by experienced professionals from PagerDuty, the company prioritizes security and aims to enhance collaboration and code quality among engineering teams.

Toronto, CanadaHeadquarters

2018Year Founded

$19.5MTotal Funding

SERIES_ACompany Stage

Enterprise Software, CybersecurityIndustries

11-50Employees

Risks

Increased competition from new entrants like Cortex and Backstage.

Rapid evolution of DevOps tools may render OpsLevel's offerings outdated.

Scaling operations post-$15M funding poses challenges in maintaining service quality.

Differentiation

OpsLevel offers an auto-populating service catalog for microservices management.

Automated checks in OpsLevel ensure code quality and adherence to standards.

OpsLevel's platform supports service ownership and accountability in software development.

Upsides

Growing adoption of microservices architecture boosts demand for OpsLevel's tools.

Shift-left trend in DevOps aligns with OpsLevel's automated checks feature.

Remote work models increase reliance on digital tools like OpsLevel's platform.

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