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Technical Support Specialist

Are you interested in being a part of an agile and exciting environment with driven, talented and passionate people? Do you have hands-on experience in a Linux environment coupled with a good understanding of computer systems and ability to troubleshoot basic technical issues? Are you detail-oriented with strong written and verbal communication skills and can capture procedures and processes? We need the best minds to hop on board. Are you up for the challenge? 


We at Samsung Ads l AdGear handle ~1,000,000 requests per second. We have a maximum of 100ms to parse an ad bid request, query our databases to find the most appropriate ad for that end-user, decide on our bid price, and respond. We manage an inventory of ~10,000 active ads for ~250 concurrent campaigns driving tens of millions of dollars in monthly revenue; generating ~600,000,000 ad impressions daily. We support ad operators from all around the world in multiple currencies and languages and we are looking to add a Technical Support Specialist to the team.


This role will be based in Montreal/Toronto or Remote Canada. Any roles based in Montreal/Toronto will follow a hybrid work model. This role will be reporting into the Engineering Manager for the team. 


What you'll do
Use your creative and critical thinking skills to provide enterprise-level assistance to our customers and employees. Diagnose and troubleshoot software problems and help our end users remain productive. Work collaboratively with our development team to support and improve our software products. Document issue resolutions and build a knowledge base to help users resolve issues by themself.


While learning to fix application and data issues as they arise, you must also gain exposure to software development, testing, deployment, maintenance, and improvement, in addition to production lifecycle methodologies and risk guidelines.

 

  • Research and identify solutions to software issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals


About you & what you need to succeed in this role:

  • Min 2 years of experience in a similar role
  • Familiarity with remote desktop applications and help desk software
  • Excellent problem-solving and communication skills in English
  • Ability to provide step-by-step technical help, both written and verbal
  • Basic knowledge of application development
  • Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals
  • UNIX / Linux skills, including the ability to use at the command line
  • Database skills in Postgres (or any other SQL based database)

 

Nice to Haves: 

  • Basic Knowledge of a programming language (ex: Bash, Ruby, Python, Zsh, Perl)
  • AWS cloud exposure and Kubernetes
  • Associate degree in appropriate field or equivalent experience

 

Benefits

  • 100% Company-paid comprehensive health & dental coverage, access to a virtual care platform (wellness, medical & nutrition), employee assistance program and Personal & Healthcare spending account with Sun Life
  • Competitive compensation package, including performance incentive bonus plan based on company, team and personal objectives
  • Generous vacation days with additional flex days
  • Group RRSP Matching Program up to 5%

Perks

  • Monthly virtual social committee-lead activities (games night, happy hour, health challenges, etc.)
  • Virtual companies get togethers (demo days, Town Halls, and more!) & yoga once per week
  • Open source days for software engineers
  • Employee Referral Program
  • Perkopolis website with great rebates, coupons and promotions
  • Amazing discounts through Samsung Employee Discounts website

 

Life at SamsungAds l AdGear…
We are proud to have built a world-class organization, grounded in an entrepreneurial and collaborative spirit. Working at Samsung Ads offers one of the best environments in the industry to learn just how fast you can grow, how much you can achieve, and how good you can be. We thrive on problem-solving, breaking new ground, and enjoying every part of the journey.


If you're interested in joining a rapidly growing team working to build an outstanding, world-class advertising organization with a relentless focus on design and customer experience, you've come to the right place and apply now or share with a friend!


Samsung Ads l AdGear is an advanced Advertising Technology Company in rapid growth that focuses on enabling brands to connect with Samsung TV audiences as they are exposed to digital media by using the industry’s most comprehensive data to build the world’s smartest connected audience platform. Being part of an international company such as Samsung and doing business around the world means that we get to work on big complex projects with stakeholders and teams located around the globe. 

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