Technical Support Specialist - Jobs in Montréal, QC

Job Description

AdGear (belonging to the Samsung Ads business), is an advanced Advertising Technology Company located in the heart of downtown Montreal. AdGear/Samsung Ads focuses on enabling brands to connect with Samsung TV audiences as they are exposed to digital media across all devices. 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.Samsung Ads is an advanced advertising platform where advertisers find and connect with audiences across over 100M Samsung Households around the world. Samsung Ads delivers high-quality audience targeting powered by three key components: first-party audience data at scale, world-class data science, and brand-safe cross-device ad inventory. Using our data, insights, and scale, we help advertisers reach consumers across CTV, our native apps, mobile and desktop. With Samsung Ads, advertisers can buy the way they want, reach who they need, and prove business results.Our purpose is to deliver unparalleled results for our customers. By using the industry’s most comprehensive data to build the world’s smartest connected audience platform, Samsung Ads is uniquely positioned to transform the advertising landscape. We deliver on Samsung Electronics’ 51-year commitment to excellence through smart, easy, effective advertising solutions to make advanced video advertising work.About the Campaign Management teamOur group is responsible for building and maintaining our campaign management application to support our in-house ad operators, self-serve users and programmatic traders. Our application manages and delivers ads that are most appropriate for the end-user. It manages ~10,000 ads for ~250 concurrent campaigns driving millions of dollars in monthly revenue; generating ~600,000,000 ad impressions. We support ad operators from all around the world in multiple currencies and languages.Are you up to the challengeWe are currently looking for a Technical Support Specialist to join the team.What you’ll doUse 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.Key ResponsibilitiesResearch and identify solutions to software issuesDiagnose and troubleshoot technical issues, including account setup and network configurationAsk customers targeted questions to quickly understand the root of the problemTrack computer system issues through to resolution, within agreed time limitsTalk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issueProperly escalate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate tech solutionsEnsure all issues are properly loggedPrioritize and manage several open issues at one timePrepare accurate and timely reportsDocument technical knowledge in the form of notes and manualsWhat you have:Min 2 years of experience in a similar roleHands-on experience with Windows and Linux environmentsGood understanding of computer systems and other tech productsAbility to diagnose and troubleshoot basic technical issuesFamiliarity with remote desktop applications and help desk softwareExcellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalBasic knowledge of application developmentAbility to work collaboratively in teams and develop meaningful relationships to achieve common goalsUNIX / Linux skills, including the ability to use at the command lineBasic Knowledge of a programming language (ex: Bash, Ruby, Python, Zsh, Perl)Database skills in Postgres (or any other SQL based database)Exposure to technologies including React application, Ruby on Rails, PostgreSQLAWS cloud exposure and KubernetesAssociate degree in appropriate field or equivalent experienceIf 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.Location and working conditionsWhile our employees are currently working remotely, and before any return to our beautiful office located downtown Montreal, we are taking extra cared steps to ensure a smooth experience for any new employee joining our wonderful organization:Tailored virtual onboarding plan sent prior to your start dateIT equipment & Samsung Ads Welcome Swag kit delivered to your doorstepBenefits100% Company-paid comprehensive health & dental coveragePersonal spending account & Healthcare spending account with Sun LifeCompetitive compensation package, including performance incentive bonus plan based on company, team and personal objectivesMinimum start of 16 vacation days with additional flex daysAccess to a virtual care platform (wellness, medical & nutrition)Access to employee assistance programTravel, Life, and Short/Long term disability InsuranceGroup RRSP Matching Program up to 5%Life at AdGear l Samsung AdsWe 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.FeqOOHPd7n