Technical Support Specialist Jobs

Technical Support Specialist

WHAT WE DO

In a few short years, IDENTOS has become recognized and referenced globally for building privacy first, access control software that serves to elegantly connect distributed data silos and digital identities - advancing digital experiences in health, finance and more.

WORKING AT IDENTOS

A design-led product and services company, we believe that a solution is incomplete until it considers the end user. Working here puts you in touch with a growing, people-first and purpose-led team – collectively driven by delivering innovative solutions that protect people’s privacy and without compromising on usability. A diversity of perspectives and knowledge shapes the way we collaborate across multiple disciplines including software developers, design, sales, product, and IT. For this reason, we consider empathy as one of the strongest traits of our people.

WHO WE’RE LOOKING FOR

IDENTOS Inc. is seeking an enthusiastic and skilled Technical Support Specialist, who is passionate about ensuring the stability and performance of our platform while providing exceptional support to our clients and internal teams.

Our ideal candidate is a problem solver at heart, with a strong technical background and a love for learning. This individual should have a proven track record in platform support, incident management, and system troubleshooting. The ability to analyze and quickly resolve complex issues will be crucial in maintaining the seamless operation of our platform. Any experience or understanding of digital identity and/or ITIL are huge assets.

Once successful this individual would be involved in a myriad of projects including, enhancing and streamlining operational processes through automation and integration; modifying existing software to correct errors; assisting on mobile releases; adapt to new hardware; improve performance, analyzing user needs and software requirements. This role would include managing/developing/supporting infrastructure for mobile, web apps and customer facing API’s that will scale to 100,000's of concurrent clients in varying environments such as Ubuntu, Centos and some Windows OS, dedicated hardware as well as AWS, Azure and GCP virtualized services.

Here at IDENTOS, we promote a culture of support and development, so if you are a new grad looking for your next or first opportunity, we’d love to hear from you!

Key Responsibilities:

• Assist with mobile application releases to respective app stores
• Establish and maintain security practices for operation of our cloud environments
• Implement platform enhancements and upgrades, ensuring smooth integration and minimal disruption to existing services.
• Customer solution implementation and operational support
• Documenting changes to self hosted environments and deployment procedures
• Work closely with internal teams and external partners to coordinate incident response, effectively communicating updates and progress to stakeholders.
• Establish and maintain internal operational processes
• Administration of multiple virtual/cloud environments and dedicated self hosted environments
• Participate in on-call rotation as needed
• Collaborate with cross-functional teams to investigate and resolve complex technical issues, escalating when necessary to ensure timely resolution.
• Provide hands-on support and troubleshooting for our platform, ensuring high availability and performance.

Skills and Requirements

• Experience with AWS, Azure and GCP environments
• Experience with ITIL support processes; Service Requests, Change Management, Incident Management etc…
• You’re meticulous with security and housekeeping to ensure proper patching and life cycles
• Experience with Linux-based servers
• Experience with development languages like Python, PHP, NodeJS, Ruby, ReactJS, and Java is also an asset
• Experience with monitoring tools such as Splunk, Log Analytics etc…
• Ability to quickly pick up and learn new environments, OS and frameworks
• Experience with iOS and Android Developer Tools
• Track support requests/incidents and resolutions using help desk software (Jira Service Management)
• Experience with Kubernetes and related tools (Helm, Kubectl)
• Experience with relational and non-relational databases (MySQL, MongoDB, SQL, Mariadb)
• Certifications in ITIL, Kubernetes, Azure, AWS are all strong assets
• Comfortable working in a team environment and solo if required
• Experience with Jenkins or other CI/CD platforms

Why IDENTOS?

Humans-first is one of our core principles here at IDENTOS, so we want to make sure you are taken care of, both professionally, and personally!

• Teammate of the month - $100 for any store of your choosing, a nominated and chosen employee once a month to recognize and thank them for all that they do!
• Stock options
• Summer Friday’s - for the months of June, July and August, we end at 2pm EST every Friday!
• Birthday Day Off - treat it as an extra paid day off, to be taken on your actual birthday or anytime during the fiscal year!
• ... and so much more - join our team to find out!
• Culture Team - A chance to enhance our already awesome culture - we’re always looking for new perspectives and fun ideas!
• Comprehensive Health Benefits - medical, dental, vision, and paramedical health benefits for you and your family, with extra yearly coverage for psychotherapists and massage therapists
• Wellness Friday’s - once a month, on a Friday of course, we have Wellness Friday’s, where we end our day at 12pm to give our employees an extra long-weekend to rest and recharge. Bonus - it’s a full day off during summer months!

IDENTOS supports and promotes a workplace culture of respect, equity, diversity and inclusion. IDENTOS is committed to providing accommodations for people with disabilities through the interview process and while employed. If you require accommodation, please let us know and we will work with you to meet your needs.