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Technical Support Engineer

Remote

About WideOrbit:

Say hello to a Wider World. WideOrbit helps media companies do more business by making it easier to buy and sell advertising. We build the one software platform that ties everything together – TV, radio, and digital ad sales, from pitch to payment. Chances are if there’s an ad on your local TV or radio station, over-the-air or streaming, our technology helped put it there. Our customers include NBCUniversal, ABC/Disney, Fox, Paramount, AMC, TelevisaUnivision, Audacy, and many more industry leaders around the world. In February 2023, WideOrbit became a part of Lumine Group, a Canadian listed company which in turn is a part of the Constellation Software Inc. (CSI) ecosystem, a multi-billion dollar global public company. 

At WideOrbit, we make preserving our inclusive environment an ongoing priority, empowering team members to contribute at every level, in every function. We hire high-energy innovators who value diversity, unafraid to wield their passion and expertise to advocate for our customers and each other. At WideOrbit, you’ll make a difference and see your impact every day, while learning, growing, and enjoying what you do!

 

Job Description:

As a Technical Support Engineer, you will partner with Dev Support, Product Support and Engineering teams to be the technical application IT specialist. In this role, you will learn the intricacies of WideOrbit products and work towards becoming a go-to expert for server, database, and application support. We are looking for someone that likes to learn new things, talk to clients, get involved in a variety of tasks, and successfully works independently. The ideal person for this role will have a varied IT background and enjoy troubleshooting and supporting customers by phone, email, and with remote access tools.

Here is what success will look like: 

  • Safely and securely access client systems via remote login through multiple VPN clients to provide technical application support either in queue or on call.
  • Willingness to readily adjust to new requirements and directions, and the ability to shift priorities when necessary.
  • Be the bridge from our product support and dev teams to provide technical application solutions to external clients.
  • Recreate application issues, investigating, and look through logs, escalating to the appropriate area for a resolution.
  • Complete service restarts, backup pulls, log retrieval and script runs.
  • Light Active Directory administration.
  • Help clients with configuration updates where appropriate.
  • Log resolutions into our Customer Relations Management and create content/documentation for the wiki.
  • Rotate through on-call shifts with the technical support team.

 To thrive in this role, we’re looking for: 

  • BA in Computer Science, MCSE, CCENT, SQL certification, or equivalent technical support experience.
  • 2+ years in a hands-on enterprise level IT role with technical support or helpdesk preferred.
  • Experience with remote access and support tools such as Remote Desktop, SimpleHelp, Bomgar, and LogMeIn.
  • Experience connecting to networks through various VPN clients such as Cisco Any Connect, Pulse Secure, and SonicWall.
  • Familiarity with SQL Server, Windows Servers, Windows networking and Active Directory.
  • Familiarity with a Customer Relations Management system and documenting tickets. Dynamics is a plus.
  • Knowledge of TCP/IP, DNS, SMTP, LAN, WAN, and other common networking concepts and practices.
  • Dedicated to meeting the expectations and requirements of internal and external customers.
  • Ability to multitask and remain organized in a fast-paced environment with a calm, professional demeanor.
  • Excellent interpersonal and communication skills to provide superb customer service, internally and externally, while effectively resolving issues.
  • Positive attitude and maintains professional relationships based on mutual goals and service standards.

 

Location:

This is a telecommute/remote position.

Pay Range: 

$70,000 - $90,000

Compensation:

The compensation range listed, and general description of other compensation and benefits will apply to this position.  Various factors are considered to determine compensation ranges including market data, location, experience, qualifications, and skills. WideOrbit reserves the right to pay more or less than the salary and benefit information posted. 

Benefits & Perks:

Besides a great work environment with smart and friendly coworkers, access to leadership and knowledge about how your work impacts company success, here are some of our benefits and perks:

A competitive salary, health insurance, sabbatical leaves, great vacation package, work/life balance, life event benefits, casual work attire, stocked café, 401(k) match, and plenty of opportunities to grow! 

We are committed to treating all applicants fairly, WideOrbit is an equal opportunity employer that prohibits unlawful discrimination based on race, color, religion, sex, national origin, age, physical or mental disability, medical condition, sexual orientation, marital status, military or veteran status, gender identity and expression, genetic information, or any other factor protected by law. Additionally, we consider qualified applicants whose histories are impacted by our justice system, consistent with applicable federal, state, and local law.

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