About Tidalis

At Tidalis, we constantly look ahead and push boundaries for what is considered technically possible. We collaborate with colleagues around the world who all share our challenge to make the world a safer place.

Your Role

Tidalis Americas Ltd. is seeking results-oriented Support Engineers based in Burnaby, British Columbia who will participate in the day-to-day operations of addressing customer support issues and collaborate with Software Engineers, Line Managers and Support Managers in the organization.

The Support Engineer meets and exceeds customer expectations, resolves configuration issues, responds to customer queries, tests software before release, and assists customers with deploying new software releases. The Support Engineer follows established customer support processes and best practices.

What will you do?

• Assist and advise customers on usage of Tidalis products and services
• Actively communicate with customers via a variety of methods such as telephone, email, Redmine, in person, MS Teams or other desktop sharing platforms
• Analyze and resolve customer issues
• Maintain and update accurate customer correspondence and discussions records
• Develop and update written information / user guides for customers regarding the use of Tidalis products
• Stay current with trends, Tidalis products and services, techniques, technology and other factors affecting the job
• Initiate new functionality change requests for customers
• Perform quality assurance functions like to write and execute test cases before the final release to the customer
• Interact with customers periodically to gather business requirements, identify gaps and discuss available features
• Deliver trainings to customers on system features and installation processes
• Configure servers, restore and maintain databases and install system files

What do you bring?

Required Education and Experience

• Bachelor’s degree in a related discipline required : Computer Science, Software Engineering, Management Information Systems, Operations Management, Business Process Management
• Minimum 2 years direct work experience in customer support
• Minimum 1 year of direct experience in software testing.
• Minimum 1 year direct work experience in software testing
• Demonstrated understanding of customer support and software testing practices
• Demonstrated understanding and application of business process and requirement analysis techniques
• Understanding of the Software Development Life Cycle process
• Work experience in enterprise software solutions in the maritime industry is an asset
• Mediation and conflict resolution techniques is an asset

Required Skills

• Must have exceptional verbal and written communication and comprehension skills
• Must be a problem solver; analytical professional with a strong customer focus
• Driven to identify, investigate, and resolve problems and to make things work
• Excellent ability to troubleshoot in an unscripted environment
• An ability to work well under pressure in an unstructured environment
• Demonstrated ability to review and write C# code and MSSQL statements
• Demonstrated ability to apply business processes and requirement analysis techniques
• Must have a positive, proactive, ‘solutions oriented’ attitude
• Exceptional listening skills to understand customers’ requirements
• Must have proven ability to establish and maintain effective working relationships
• Must bring a high level of emotional intelligence, professionalism and maturity
• Must have ability to multi-task and use sound judgment to prioritize activities
• Willingness to learn and improve
• Willingness to work flexible hours, especially during time sensitive situations

What do we offer ?

• Competitive salary
• Workplace flexibility for a balanced work/life approach
• Comprehensive benefits package and wellness program
• Generous company-paid vacation days and holiday time
• Challenging, collaborative and diverse corporate culture
• Ongoing opportunities for learning and career development