Technical Support Specialist

Technical Support Specialist

Tantalus is a technology company dedicated to helping utilities modernize their distribution grids by harnessing the power of data across all their devices and systems deployed throughout the entire distribution grid – from the substation to the EV charger located behind the meter. We offer smart grid solutions across multiple levels: intelligent connected devices, communications networks, data management, enterprise applications and analytics.

Come join us if you're interested in being part of an entrepreneurial team, solving complex technical problems and delivering innovative solutions that will directly impact the electrification of everything and the decarbonization of our society.

We have operations throughout the United States and Canada with offices in Burnaby (British Columbia, Canada), Raleigh (North Carolina, USA), and Norwalk (Connecticut, USA).

This position offers a competitive salary plus variable compensation based on performance targets and business objectives. Tantalus also offers generous benefits, including medical, dental and vision plans, healthcare and dependent care flexible spending accounts and paid time off.

The Opportunity:

Reporting to the Manager, Field Operations Support, the Technical Support Specialist is a member of the Customer Operations team and is responsible for assisting the team in deploying, operating, maintaining and troubleshooting for Tantalus customers. The Technical Support Specialist will be the primary technical interface between the Field Operations and Product Development departments in ensuring products in the field are maintained and functioning.

Location of Position: This position will be based remotely within the U.S, preferably located in Central or Eastern States.

Specifically, the Technical Support Specialist will:

• Troubleshoot and solve problems across the TUNet technology set, including embedded hardware and software, RF and IP communications networks, database, Linux back-end, web front-end, and service interfaces.
• Upgrade and patch TUNet software on customer systems.
• Configure and maintain billing exports.
• Provide periodic support to supervise or monitor the introduction of new products in the field.
• Review and prioritize open cases, escalating as required.
• Collaborate to develop, establish, and improve processes and procedures related to Tantalus' technical knowledge base, online community, and other documentation.
• Perform miscellaneous scripting tasks periodically.
• Travel to customer sites may be required for support work, along with occasional travel for training.
• Participate in an after-hours support call program approximately 2 weeks/quarter.
• Perform other duties as assigned.

What you Bring:

Education and Experience

• Diploma in information technology or higher
• 2+ years of experience in a customer service or technical support role
• Must be comfortable in a Linux environment
• Experience with Unix/Linux command line and shell scripting, primarily Bash.
• Working knowledge of IP networking including TCP/IP, FTP, SSH, firewall
• Virtual Machine/Environment experience (VMWare ESXi, HyperV,)
• Understanding, exposure to or experience with Oracle SQL or similar RDBMS
• Experience in the development, maintenance and updating of in-house automation tooling is an asset
• Knowledge and previous experience with a support ticket/issue reporting system is an asset.
• Knowledge and experience with Salesforce.com is an asset
• Experience working to analyze, troubleshoot, debug, investigate, and to present the results

Personal Attributes Required:

• Attention to detail and strong problem-solving skills
• Self-motivated and able to work independently while exercising initiative, flexibility, and good judgement
• Strong organizational and planning skills
• Ability to effectively prioritize and multi-task, and remain focused in a fast-paced, high-volume work environment
• Excellent collaborative and interpersonal skills
• Desire to learn new skills in a dynamic and demanding environment
• Excellent interpersonal, written, and oral communication skills

If you possess some of the key skills and experiences outlined in the job posting and are genuinely interested in the position, we invite you to take a chance and submit your application. We value diverse perspectives, unique skills, and believe in the power of potential over specific qualifications.

Tantalus is committed to employment equity and building a diverse workforce. We welcome and encourage Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities to apply. Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email us at View email address on click.appcast.io.