Tier 3 Support Engineer – Digital Nova Scotia – Leading Digital Industry

Tier 3 Support Engineer

Turnium is currently seeking a full-time Tier 3 Network Support Engineer. In this role you will be a major resource within the company doing remote support to assist our customers and fixing issues related to our Bonded-Internet SD-WAN software. Positions in both Halifax and Vancouver.

Duties & Responsibilities

You will be primarily responsible for supporting advanced clients such as ISPs and ISV partners with challenging issues related to our software and their network. In this role, you will:

  • Perform level 3 support
  • In depth network troubleshooting
  • Interact directly with our partners on a day-to-day basis by email and phone
  • Work closely with the support team and engineers
  • Perform triage duties to the engineering team and assist with issue identification and documentation
  • Perform additional duties within the skill set for this position as required

Additionally, you would work closely with the development team as a Network QA Engineer

  • Working directly with the development team building and testing network scenarios
  • Creating complex network interactions built both physically and virtually
  • Help test innovative ideas for future software development

This is primarily a business hour position, however, will occasionally require working off hours – once a month for a week-long period you must be available 24/7 for on-call duties.

Qualifications/Experience/Skills

  • Ability and desire to quickly learn new topics and technologies
  • Knowledge of Linux is a must, including but not limited to package installation and maintenance, networking setup and integration into existing network, and core services
  • Knowledge of IP networking is required. Working knowledge of networking principles and protocols such as VLANs, OSPF and BGP is a bonus
  • Knowledge of network troubleshooting tools such as TCPDUMP, Wireshark, and iPerf
  • Minimum 3 years of experience in either a customer support or a systems/network admin position
  • Able to work collaboratively in an all-remote team environment
  • Attention to detail in troubleshooting and reporting
  • Excellent written and verbal communication skills
  • Highly organized and process driven
  • Formal education in Computer Science or a post-secondary level technology related field, or equivalent experience
  • A Linux or Network certification is a bonus
  • Ability to work full-time business hours in either our Halifax or Vancouver offices

Expectations

What to expect in your first month:

  • Get training on our software and the overall architecture of the SD-WAN system
  • Be set up and knowledgeable in the support system workflow
  • Shadowing the team to observe support troubleshooting

What to expect in your first three months:

  • Participating in live support training
  • Taking on support challenges
  • Working with the development team as a QA Engineer
  • Learning about the deep magic of networking, dynamic routing, and the technologies that our partners use

What to expect by month 6:

  • You will be working directly with partners on their support challenges
  • Building out a QA Engineering environment to run simulations and test unique networking situations
  • A high level of knowledge on SD-WAN and complex networking technologies

Job Types: Full-time, Permanent

Salary: $65,000.00-$75,000.00 per year

Additional pay:

  • Bonus Pay

Benefits:

  • Casual dress
  • Company events
  • Dental care
  • Employee assistance program
  • Employee stock purchase plan
  • Extended health care
  • Paid time off
  • Vision care

Schedule:

  • 8 hour shift
  • Monday to Friday

COVID-19 considerations:
Work Safe Covid Plan in place

Experience:

  • Linux: 2 years (required)
  • Computer networking: 2 years (required)
  • Network / IT Support: 2 years (required)