Product Technical Specialist (Remote)

The Product Technical Specialist (PTS) role will focus on delivering a positive experience to our customer and partner community by providing technical support of our product. As part of the Technical Support group, you will work in close collaboration with various teams including Customer Success, Professional Services, Product & Technology and Development.

The ideal candidate should have a strong understanding of technical concepts and can proactively seek solutions to provide technical expertise and guidance to support business needs of our customers. The PTS member must possess strong problem-solving, inter-personal, and organizations skills to address a broad spectrum of technical issues in a fast- paced environment.

Currently all employees are working remotely from home. When we implement our return to office plan in the future, Prophix will offer employees the choice for work arrangement: the opportunity to work from our office, remotely, or a combination of both/hybrid. We have invested in best-in-class tools, technology, and culture to ensure our team members are able to do their best work.

What You Will Do at Prophix

Respond to customer/partner technical issues related to operating systems, networks, security, relational and OLAP databases within defined SLAs.

Conduct product installations, database restoration, troubleshooting, testing and system optimization for on premise environments remotely.

Execute and configure software maintenance tasks to support application functions on production cloud environments when required.

Investigate Data integration service issues utilizing internal tools and debugging logs.

Handle and prioritize internal support escalations to ensure remediation affecting cloud services.

Conduct initial level 1 performance diagnostics and triage to appropriate teams for further investigation

Contribute to the maintenance of technical documentation to support operational processes and internal/external knowledge base.

Collaborate with other PTS members to find solutions to more complex issues

Perform additional duties and functions as required.

What You Will Bring to Prophix

To shine in this role, you will bring a rare combination of experience, technology skills, personal qualities, and education.

Required Qualifications

• Post-Secondary Degree in Computer Science, Information Systems, or related field
• 3+ years of hands-on application support experience, preferably within a SaaS environment
• Proven working knowledge of Microsoft SQL Server 2019/2017, Analysis Services (SSAS) and Integration Services (SSIS) including but not limited to installation/configuration, DB maintenance, performance diagnostics/tuning, and scripting.
• Experience with Microsoft Window Server 2016/2019
• Experience with networking and virtualization technologies.
• Familiar with data warehousing and ODBC integration
• Knowledge of Amazon Web Services (AWS)
• Must be legally entitled to work in the country where the role is located. Must be able to travel to the United States, Canada and/or internationally, and have a valid passport
• Must have excellent verbal and written communication skills in English. Speaking other languages is considered an asset.

Preferred Qualifications

• Academic or practical knowledge of Accounting and/or Financial concepts (i.e. planning, budgeting, forecasting, or consolidation) is preferred
• Knowledge in the following is an asset: incident management, Zendesk, Confluence, Data integration tools (e.g. Snaplogic)
• Must demonstrate strong analytical and problem-solving skills to diagnose and logically resolve customer problems using experience and sound judgement.
• Possess strong organizational skills, attention to detail, and ability to prioritize workload.
• Experienced working in a high volume, fast paced environment with the ability to work effectively to meet tight deadlines.
• Avid team player who can also work independently.
• Willingness to take on non-routine assignments.
• Willingness to learn new technologies independently.
• Fluency in French and/or Dutch would be an asset.

NOTES

Successful candidates might be required to undergo a background (work and education) verification with an external vendor.

We thank all those who apply, however, please be advised that only those candidates selected to move forward will be contacted.

ACCESSIBILITY & DIVERSITY

Prophix promotes a diverse, inclusive, and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.

We are an Equal Opportunity Employer. Prophix will provide accommodation throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources of any accommodation(s) that you may require to any materials or processes used to ensure your equal participation.

Experience

• 3 year(s): Relevant experience

Skills

• Finance