Senior Support Engineer - #188883

Passionate about seeing customers achieve success?

We are seeking a Senior Support Engineer to join our team and play a pivotal role in delivering exceptional technical support for our SaaS platform. In this role, you will troubleshoot complex customer issues, collaborate with engineering and quality assurance teams, and drive process improvements to enhance the overall support experience. Your expertise will ensure our customers receive timely and effective solutions, helping them maximize the value of our products.

As a key technical leader, you will also help shape the future of our support team. Over time, you will have the opportunity to build, mentor, and lead a team of support engineers, establishing best practices and scaling support operations to meet the evolving needs of our growing customer base. If you thrive in a fast-paced environment, enjoy solving challenging technical problems, and are passionate about both customer success and leadership, we’d love to hear from you.

This is an in-office position. Candidates must be able to work at the Collabware office in downtown Vancouver for 3 out of 5 business days per week.

What We Do

At Collabware, our primary goal is to free organizations from information chaos. We provide Intelligent information management solutions and services that focus on transparency, collaboration, and security. The Engineering Team is focused on our cloud solution – Collabspace. With a wide set of functionalities, massive amounts of unstructured data, and the highest cloud security posture in the industry, you’ll have the opportunity to expand your skillset and learn by doing. We take pride in the impact of our work and we’re certain you will too.

Our culture is grounded in five core values:

Think Big, Make It Happen, Embrace and Drive Change, Passion for Customer Success, and Grow Together.

The Responsibilities

Think Big: You’ll be responsible for troubleshooting and resolving issues related to Collabware’s on-premise software and cloud services for a wide-range of business users to drive tangible business value. Oh, and some of these solutions are really big … think billions of documents big!

Embrace and Drive Change: While you’ll be working with Collabspace, Azure, Jira, PowerShell, and Microsoft 365 – where we are now is not the place we have to stay. We’re always expanding into new areas and new technologies, driven by our customer’s needs.

Grow Together: Work with your teammates and help each other grow through knowledge transfer, collaborative design, and actionable, constructive feedback.

Making It Happen: You take pride in your work, collaborate effectively, and communicate with your peers efficiently (both written and verbal). Be the first to push forward and the last to give up.

Passion for Customer Success: Offer excellent customer service by communicating clearly and effectively with clients.

Role Expectations

Here’s a sample timeline for what your first year would look like:

First Month

• Learn the products – we’ll set you up with Collabware University access and will take you on a series of deep-dive sessions to help you start on your knowledge building journey.
• Learn the process and tools – take our onboarding lesson plans where you’ll learn about our support process and tools to troubleshoot and ensure quality for our products.

First Few Months

• Become proficient in using Collabspace as a product.
• Become self-sufficient for troubleshooting issues in Collabspace using Azure Portal and web developer tools with the aid of colleagues.
• Create new support and troubleshooting documentation where necessary.
• Create internal tools to be added to our support process.

First Year

• Become proficient in using other Collabware products such as Collabware CLM or Collabmail.
• Be a product expert – we want to know our products inside and out.
• Participate in product design reviews to provide input on functional requirements and potential problems.

The Benefits

• Unlimited Vacation – You must take at least 3 weeks’ off per year!
• Health, Dental, and Vision benefits
• Growth Opportunities – Early on, you’ll be put on our Engineering Growth Framework to plan your career
• Stock Options
• Yearly $1,000 Technology stipend for your personal use – like AirPods, GPUs, smartwatches – anything tech really!
• Yearly $1,000 Career Development stipend for courses, conferences, books, and anything else that sharpens your skills!
• Yearly $1,000 Extended Health stipend
• Social Gatherings & Friday Lunches

The Hiring Process

If this posting sounds like a fit for you, apply today! Here is what you can expect:

1. We’re excited to dive into your resume – brownie points for sending a cover letter that explains why you’re interested in joining our team as well! This will help us get to know you better and learn about your experiences.
2. If we think you may be a fit, we will reach out and set up a brief 30-minute phone call with one of our senior team members. Here, you’ll discuss the company, role, and how your experiences and expectations align with ours. To respect your time, we will strive to complete the hiring process and make our decision within 10 business days. We won’t leave you hanging!
3. Next, there will be a 2-hour interview divided into three parts:
4. Hiring Manager Interview, here they will dive into your work experience and skills relevant to the Support Engineer role.
5. Group exercise with senior members of the Product and Engineering teams where we evaluate your troubleshooting process and problem-solving skills in a group setting.
6. Questions you have for us!
7. The next step in the process is a Team Fit Interview, where you will get a chance to meet a diverse group of your potential future colleagues! We take a great deal of pride in the culture we are trying to foster, and we want to make sure you’ll fit right in. Bring all the questions you can think of about the team!
8. The final stage – a one-on-one meeting with our CEO/CTO. Here, you’ll chat about the role and the company vision. If you are in the Vancouver area, this meeting will typically be done over lunch.