Technical Support Engineer

Customer Success/Support Ottawa, ON


Description

What makes us Qlik

Qlik helps enterprises around the world move faster, work smarter, and lead the way forward with an end-to-end solution for getting value out of data. Our platform is the only one on the market that allows for open-ended, curiosity-driven exploration, giving everyone – at any skill level – the ability to make real discoveries that lead to real outcomes and transformative changes. We are a Values-Driven organization, operating over 100 countries with 45,000 customers around the world. If you think we are interesting, please read on – we may be looking for you!

The Qlik Support Team

As part of the Support organization, and our growing team, you will be in a unique position to impact the future direction the company takes. With approximately 40,000 customers worldwide you will have access to a rich user community to help inform your decisions. Our highly collaborative environment means you will be working with a diverse group of talented people continuously innovating and improving.

How you will spend your time as our next Technical Software Support Engineer

Incident Handling

  • Register incidents received by web, e-mail and phone in the CRM system
  • Classify incidents based on severity and priority
  • Utilize existing Knowledge Base, manuals or other reference materials to resolve incidents
  • Investigate and resolve incidents with no known solution
  • Collaborate with other team members to assist them with resolution of incidents
  • Contribute and update our Knowledge Base and Communities

Incident Escalation

  • Collaborate with Senior or Principle Support Engineers on complex cases when appropriate
  • Replicate and log reported bugs in bug tracking system
  • Escalate cases to Escalation or R&D Engineers when required

Customer Care

  • Work shift rotation to cover evenings, public holidays and weekends
  • Participate in customer and Partner events
  • Visit customer sites if needed
  • Training
  • Attend virtual and classroom based training classes
  • Complete certifications for company products
  • Complete training for complimentary 3rd party products

To be considered for the role, you need to have the following skills and qualifications

  • 2+ years minimum experience in a technical support role 
  • Experience with high volume caseload
  • Experience with Salesforce ticketing system a plus
  • Experience supporting Microsoft Server and   Client environments
  • Proficiency supporting multiple versions of Windows
  • Understanding of Windows security settings and utilities
  • Experience supporting mobile clients such as IOS, Android and Windows Mobile on both tablets and smart phones.
  • Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari
  • Take responsibility for generating a   positive customer experience
  • Be open and straightforward when   communicating with customers, partners and other team members
  • Move quickly to resolve support issues in a timely manner
  • Challenge the status quo though innovative problem solving
  • Be a team player by working collaboratively with other team members and departments
  • Customer Service related certifications are a plus but not required
  • Bachelor’s degree in Computer Science, Computer Information Systems, Software Engineering or other related field or equivalent work experience

Preferred skills and qualifications

  • Programming Experience – preferably in a C++, C# or Java environment
  • Web server software knowledge – preferably   IIS or Apache
  • Experience with SQL Server or other DB systems
  • Understanding of Active Directory configurations
  • Familiarity with Citrix Virtualization Platforms
  • Understanding of Windows Local and Domain Group Policies
  • Knowledge of information frameworks such as XML, HTML or ASP.NET
  • Awareness of Web Services open standard protocols such as SOAP, WSDL and UDDI
  • Understanding of ITIL methodologies  **certification is a plus

Our way of giving back

To our communities, to the world, and to you is a core part of the culture at Qlik. We encourage our employees to participate in our numerous Corporate Responsibility Program initiatives.

Location/Mobility
The role is located to USA East Coast Remote, Raleigh, NC and Waltham, MA

Qlik is an Equal Opportunity Employer and does not discriminate on the basis of any protected category or characteristic.  We value the diversity of our workforce. If you need assistance due to disability during the application and/or recruiting process, please contact us via the Accessibility Request Form


Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means.