Wedge Networks
Wedge Networks is looking for dedicated, innovative and passionate leaders. Our employees think outside the box to design, market and sell industry-changing network security solutions. We stand behind our products and are continually looking at innovative ways to grow our International Brand. If you’d like to be a part of this team, we’d like to talk to you.
Please email your resume, with the listed competition code you are applying for, to hr@wedgenetworks.com.
Please note: Only qualifying applicants under consideration will be contacted.
Technical Customer Support and Development Representative – Calgary, AB (Competition: CALTCS201909)
Wedge Networks is seeking candidates to fill a technical support and operations position on our Customer Support team. This position is responsible for providing timely and effective responses to assigned customer (internal and external) account issues and queries by obtaining information from and coordinating the efforts of technical experts and division staff. The support schedule consists of supporting North American daytime requests. This position also requires occasional on-call availability to provide assistance as needed.
Responsibilities
• Respond promptly and accurately to queries from assigned customer base. Consult with internal subject matter experts to obtain information on how best to respond to particularly complex customer service issues. Provide customers with information required and recommend solutions. Follow up proactively with customers to ensure Wedge products and services meet expectations. Record and log each customer interactions by inputting and tracking all communications, problems and requests on Wedge ticketing system.
• Operate and deploy Wedge Networks’ Cloud Based Security system and appliance security platform. Configure the cloud/appliance system for customer site; monitor automated deployment and start-up operation. Diagnose, report findings and recommendations to both customer and back to Wedge Engineering.
• Assist in the QA/QC of Wedge products and deployment procedures under the supervision of QA manager.
• Based on gained customer experience, provide feedback and assistance in manual preparation, deployment processes, procedures and automation.
Skills and Qualifications
The qualified candidate must have:
• Technical certificate/diploma or degree from a recognized university or college in the area of information technology, specialization in networking technology is an asset;
• High degree of knowledge in the area of networking (TCP/IP, routing/switching equipment, OSI model L2-7);
• Experience with cloud computing (i.e. OpenStack) would be an asset;
• Experience with deployment automation (i.e. Puppet, Chef) would be an asset;
• Excellent interpersonal/customer relations. Experience in delivering customer support services;
• Excellent organization, verbal and written communication skills. Ability to work as a member of a team as well as independently;
• Ability to work under pressure and changing schedules to meet urgent, tight deadlines.