Senior Technical Support Analyst

It all started on a bus. An election campaign bus.

Through his experience providing mobile connectivity for election campaigns, Dejero founder Bogdan Frusina witnessed first-hand the challenges that journalists faced reporting live from the field. He knew there was a better way.

Building a team with a passion for innovation and a drive to persevere, he set about developing and commercializing a portable and wireless live video broadcast solution. In November 2009, that vision came to life. Dejero enabled the world’s first live transmission of the torch relay across Canada for the Vancouver Winter Olympics.

Since then, we’ve evolved into a world-leading wireless telecommunications aggregator, providing resilient, uninterrupted internet connectivity vital for critical communications. Broadcasters, production companies, first responders, defense departments, and government agencies put their trust in Dejero.

Here’s how you help us continue our story...

The Senior Technical Support Analyst within Dejero’s renowned 24/7 global support team is an experienced troubleshooter who works to resolve critical customer issues with care. Their goal is to resolve issues quickly and effectively

As a key member of our technical account management team, you will:

• Set-up, configure, and troubleshoot system components and network issues
• Become familiar with the Knowledge Centered Solution workflow and document incidents to improve our products, services, and support
• Clearly document incidents in order to improve our products, services, and support
• Provide product training to customers
• Manage and improve overall technical knowledge for Dejero, including but not limited to: product documentation, training materials, and Knowledge Base articles
• Write SQL queries to determine patterns for deep-dive analysis
• Champion issues with Development to resolve issues and improve our products
• Analyze and recommend process improvements for your peers
• Field incoming calls and emails from customers, providing immediate assistance and where possible, find a resolution to urgent problems in the field
• Work is on a rotating shift with weekend on-call responsibilities every couple of months
• Work with the Sales team to act as a technical resource and provide opportunities for increased account engagement
• Travel to tradeshows, where necessary, to provide expertise to current and prospective customers
• Leads interdepartmental meetings in place of Manager, where appropriate
• Acts as Team Lead, where appropriate, covering absences or vacations for Manager
• Act as Escalation Prime for escalations and provide feedback to analysts
• Evaluate analyst performance and provide feedback where appropriate.
  
  

Here’s why you should join the Dejero team:

• If you aren’t growing, we aren’t growing. You will have the opportunity to develop your own career path with support from your manager and the People + Culture team.
• If the pandemic has taught us anything, it’s that work-life balance is extremely important. As we find our new normal, our employees are able to choose their preferred work environment; home, office or hybrid.
• We are home to an award-winning culture, products, and teams. We have been named one of the Best Places to Work in Canada by Great Place to Work for 6 consecutive years!  We have also won two Emmys for our Smart Blending Technology.
• Giving back is a key pillar of our culture. Last year, Dejero and its employees contributed thousands of dollars to 12 local and international charities. In addition, through Dejero’s Day of Doing Great Things and employees’ annual paid volunteer day, we encourage our team to go out into the community and volunteer for local organizations.
• You have a say in the projects you get to work on based on your passions and interests. Our team attacks technical challenges together and all code is peer reviewed to leverage the strengths that each team member brings to the table. 
• The salary range for this role is $70,000 - $100,000 USD 

To learn about all of the awesome benefits and perks Dejero has to offer, check out https://www.dejero.com/company/careers.

What you'll bring to the role:

• 7 years of technical support experience in the IT,  Broadcast Cable and/or Network industries
• Proven track record of technical support with both hardware and software
• Strong knowledge of all things networking such as: routers, switches, TCP/IP, and firewalls
• Curious attitude with how things work. You probably took your parent’s things apart with a screwdriver
• Very strong problem-solving skills
• Ability and willingness to travel on occasion (<5%)
• Proficient with Linux
• Experience in writing or modifying shell scripts using Bash
• Brave, adaptable, calm under pressure — you’re unafraid to operate in high-pressure, chaotic situations
• High attention to detail. You spot mistakes and are not afraid to fix them.
  
  

Bonus points if you have experience with:

• Strong Networking Knowledge, configuring and troubleshooting network problems
• The ability to speak multiple languages
• Familiarity with major cloud technologies

Want to learn more about how Dejero has provided reliable connectivity across the globe? Check out some of our success stories here: https://www.dejero.com/resources/customer-stories 

Dejero is an inclusive workplace for people of all backgrounds, levels of education and types of experiences. We believe our differences are our strengths and help us achieve our ambitious goals.

Research has demonstrated that all too often, potential candidates from historically underrepresented groups don’t apply for positions if they don't possess every required skill/ experience in the job description. Whether or not your experience checks off all the boxes on a job posting, we still encourage you to apply. Believe in yourself. We would love to hear more about what you could bring to Dejero.

Dejero is committed to providing a barrier-free application and interview process for all candidates. Should you require accommodations in accordance with the Human Rights Code at any point throughout the hiring process, please contact the People and Culture team by email at careers@dejero.com or by telephone at 519.772.4824. To learn more about our commitment to our barrier-free workplace and to read more about our accessibility policy please see here.