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Support Engineers

Location
Burnaby, Canada
Closing date
12 November 2021
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Your Role:


Saab Technologies Ltd. is seeking results-oriented Support Engineers based in Burnaby, British Columbia who will participate in the day-to-day operations of addressing customer support issues and collaborate with Software Engineers, Line Managers and Support Managers in the organization. 
The Support Engineer meets and exceeds customer expectations, resolves configuration issues, responds to customer queries, tests software before release, and assists customers with deploying new software releases. The Support Engineer follows established customer support processes and best practices.

Specific responsibilities will include, but are not limited to:


•    Assist and advise customers on usage of Saab’s products and services
•    Actively communicate with customers via a variety of methods such as telephone, email, JIRA, in person, GoToMeeting or other desktop sharing platforms
•    Analyze and resolve customer issues 
•    Maintain and update accurate customer correspondence and discussions records
•    Develop and update written information / user guides for customers regarding the use of Saab’s products
•    Stay current with trends, Saab’s products and services, techniques, technology and other factors affecting the job
•    Initiate new functionality change requests for customers
•    Perform quality assurance functions like to write and execute test cases before the final release to the customer
•    Interact with customers periodically to gather business requirements, identify gaps and discuss available features
•    Deliver trainings to customers on system features and installation processes
•    Configure servers, restore and maintain databases and install system files

Your Skills & Experience:


Required Education and Experience:
•    Bachelor’s degree in Computer Science, Software Engineering, a technical diploma or related discipline required
•    Minimum 2 years direct work experience in customer support
•    Minimum 1 year direct work experience in software testing
•    Demonstrated understanding and application of business process and requirement analysis techniques
•    Demonstrated understanding of customer support practices
•    Understanding of the Software Development Life Cycle process
•    Understanding of software testing techniques. 
•    Mediation and conflict resolution techniques is an asset
•    Work experience in enterprise software solutions in the maritime and pilotage industry will be an asset

Required Skills:
•    Must have exceptional verbal and written communication and comprehension skills
•    Must be a problem solver; analytical professional with a strong customer focus
•    Excellent ability to troubleshoot in an unscripted environment
•    Demonstrated ability to review and write C# code and MSSQL statements
•    Demonstrated ability to apply business processes and requirement analysis techniques
•    Must have a positive, proactive, ‘solutions oriented’ attitude
•    Driven to identify, investigate, and resolve problems and to make things work
•    Exceptional listening skills to understand customers’ requirements
•    Must have proven ability to establish and maintain effective working relationships
•    Must bring a high level of emotional intelligence, professionalism and maturity
•    Confidence, patience, politeness, tact and diplomacy when dealing with difficult situations
•    Must have ability to multi-task and use sound judgment to prioritize activities
•    Willingness to learn and improve 
•    An ability to work well under pressure in an unstructured environment 
•    Willingness to work flexible hours, especially during time sensitive situations
 

About Saab


Saab is a global defence and security company operating in the fields of air, land and naval defence, civil security and commercial aeronautics. We have more than 17,000 employees with operations in all continents. Technologically we are leaders in many areas, and one-fifth of our earnings are spent on research and development. 

Saab Offers:


•    Competitive salary 
•    Workplace flexibility for a balanced work/life approach
•    Comprehensive benefits package and wellness program
•    Generous company-paid vacation days and holiday time
•    Challenging, collaborative and diverse corporate culture
•    Ongoing opportunities for learning and career development

Saab is a company with opportunities. A company where we see diversity as an asset and where you have both considerable responsibility and good opportunities for advancing in your career. But also a company that respects each person’s needs for a rewarding life beyond work.
Saab is an equal opportunity employer. If you are a person with disability and have a question or may require an accommodation during the recruitment process, please contact Human Resources by email at Angelene.peter@ca.saabgroup.com

To apply for this position, please send your resume and cover letter to Angelene.peter@ca.saabgroup.com by November 13th, 2021.