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Crossover for Work: Technical Support Engineer (Remote) – $100, 000/Year Usd

Crossover for Work

This is a Full-time position in Montreal, QC posted February 18, 2021.

Are you just as effective at transferring your software knowledge through writing as you are at troubleshooting root causes of software issues?

Do you despise tribal knowledge and instead have a habit of leaving a legacy of written knowledge behind to support those that come after you?If so, we need your rare talent of both technical depth and the ability to write exceptional instructions that anyone can follow to enable our radically differentiated support organization where each L1 agent supports dozens of products.In this role, you will be assigned to one or two products and become the main support expert and the owner of the product knowledge base, taking full responsibility for its correctness, completeness and usability.

With your efforts, our knowledge base will become a cornerstone technology that empowers our customers with self-service, enables AI-powered bots to close the simpler support tickets, and allows any L1 support agent to provide a solution that would WOW!

our users.What You Will Be DoingYou will be the best senior support engineer who loves converting thoughts and ideas into written solutions.

In this role:You will learn to excel in high-scale problem-solving that directly impacts hundreds (thousands) of product users and support agentsYou will become hands-on with the latest most-advanced cloud infrastructure (AWS, GCP, Azure)You will be the go-to expert for an enterprise software product used by Fortune 500 companies.What You Won’t Be DoingCoaching, training or mentoring individual agentsDirect communication with the customersWriting user manualsTechnical Support Engineer Key ResponsibilitiesMake sure that 100% of support tickets are covered by complete, accurate and clear KB articles that are easy to apply step-by-stepAct as a customer advocate, making sure that each technical solution provided was the best and the most optimal for the customerCurate the knowledge base ensuring that the articles are up-to-date, non-redundant and discoverable by the agents, customers and the answer botBasic RequirementsA technical university degree in an IT-related field of studyAt least 5 years of experience in any of the following positions: Software Developer, Software Architect, DevOps, Database Administrator, Technical Support Engineer (L2/L3 or equivalent)About CrossoverCrossover has been a pioneer of the remote work model since our inception in 2010 helping thousands of people advance their careers.

We focus on full-time, long-term work not short-term ” Gigs” or freelancing side jobs.

Our platform provides businesses with the fairest hiring on earth by basing 90% of the decisions on objective assessments of a candidate’s skills and abilities to perform Real Work.

Since we are 100% remote, people can work from anywhere and earn standardized and competitive compensation, regardless of where they choose to live.What’s Next?There is so much to cover for this exciting role, and space here is limited.

Hit the Apply button if you found this interesting and want to learn more.

We look forward to meeting you!What to expect next:You will receive an email with a link to start your self-paced, online job application.Our hiring platform will guide you through a series of online “screening” assessments to check for basic job fit, job-related skills, and finally a few real-world job-specific assignments.You will be paired up with one of our recruiting specialists who can answer questions you might have about the process, role, or company, and help you get to the final interview step.Important!

If you do not receive an email from us:First, emails may take up to 15 minutes to send, refresh and check again.Second, check your spam and junk folders for an email from Crossover.Com, mark as “Not Spam” since you will receive other emails as well.Third, we will send to whatever email account you indicated on the Apply form by default, that is the email address you use as your LinkedIn username and it might be different than the one you have already checked.If all else fails, just reset your password by visiting https://www.Crossover.Com/auth/reset-password if you already applied using LinkedIn EasyApply.

Crossover Job Code: LJ-4132-CA-Montreal-TechnicalSuppo1.039