Customer Support Engineer (ERP)

About Tidalis
We provide purpose-built maritime port management information systems, which have been progressively shaped by our port clients around the world since 1985. PortControl is a modular tool for our community of harbour masters, pilots, line handlers, shipping agents, finance teams, port leaders, and their entire crew. It is anchored in expertise with innovation that works.

Tidalis is a company with opportunities. A company where we see diversity as an asset and where you have both considerable responsibility and good opportunities for advancing in your career. But also a company that respects each person’s needs for a rewarding life beyond work.

Your Role:
Tidalis Americas Ltd. is seeking results-oriented Customer 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 Customer 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.

Your responsibilities will include, but are not limited to:

• 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.

Your Skills & Experience:

• Bachelor’s degree in a related field (e.g., Computer Science, Software Engineering, MIS, Operations Management).
• Minimum 2 years of direct experience in customer support.
• Minimum 1 year of direct experience in software testing.
• Strong understanding of customer support, software testing, and business process analysis.
• Knowledge of the Software Development Life Cycle (SDLC).
• Experience in enterprise software solutions (maritime industry experience is a plus).
• Strong verbal and written communication skills.
• Excellent problem-solving, troubleshooting, and analytical abilities.
• Ability to work well under pressure in an unstructured environment.
• Demonstrated ability to review and write C# code and MSSQL statements.
• Proven ability to establish and maintain effective working relationships.
• High emotional intelligence, professionalism, and maturity.
• Ability to multi-task and prioritize using sound judgment.
• Positive, proactive, and solutions-oriented attitude.
• Willingness to learn, improve, and work flexible hours when needed.

What will you get in return?

• Competitive salary: $65K-$85K depending on experience.
• 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.