升级工程师
Escalation Engineer
关于公司：
Binary Stream Software 是一家领先的加拿大基于产品的公司，提供稳定、增长和创新的完美结合。
让我为你描绘一幅画面：想象一下，你正在一家开创性的加拿大基于产品的公司工作，稳定、增长和创新无缝融合——一切都在一个屋檐下！Binary Stream Software 在基于云的企业应用领域中脱颖而出。
这是我们所取得的成就以及我们所坚持的价值观：
- 自1999年成立以来，拥有超过二十年的卓越成就，并对未来有着清晰的愿景。
- 2021年6月，微软授权了我们的产品，这再次证明了我们对卓越的承诺。
- 被评为加拿大前100名解决方案提供商之一，我们也很荣幸成为微软商业应用2022/2023内部圈成员。
- 我们自豪地被评为加拿大最佳工作场所之一，我们致力于在全球团队中营造协作与成长的文化。
- 我们拥抱充满活力的工作文化，提供完美的工作与生活平衡，同时还提供公司资助的健康保险，以及一个重视你福祉的环境。
- 每年有27天带薪休假加上11个节日假期，确保你有充足的时间充电并庆祝生活的美好时刻。
- 无论你更喜欢在加拿大多伦多或昌迪加尔的办公室工作，还是享受在家工作的舒适，我们都提供灵活的安排以适应你的偏好。
是否感到兴奋？这里就是你需要加入的地方：
职位概述：
作为客户支持团队的一员，你将与支持分析师一起工作，由客户支持经理领导。作为团队成员，你将有机会灵活安排工作时间，与多样化的团队合作，并使用前沿技术。作为一名升级工程师，你每天都会面对新的挑战，处理各种问题和错误。作为支持与开发部门之间的桥梁，防止支持问题干扰我们 Dynamics Business Central 产品的软件生产计划。你具备先进的技术和沟通技能的组合，能够有效地管理复杂的客户和合作伙伴关系。通过与客户建立有意义的关系，你能够直接影响 Binary Stream 的业绩表现。
主要职责和任务：
升级与技术支持
- 主导升级问题，处理复杂的技术支持请求，确保客户的问题得到及时解决。
查看英文原文
About us:
Binary Stream Software is a leading Canadian product-based company offering stability, growth, and innovation all under one roof.
Let me paint a picture for you: imagine working for a pioneering Canadian product-based company where stability, growth, and innovation converge seamlessly - all under one roof! Binary Stream Software stands tall as a trailblazer in cloud-based business applications.
Here's a glimpse of what we've achieved and what we stand for:
- With a legacy dating back to 1999, boasting over two decades of unparalleled success and a crystal-clear vision for the future.
- In a groundbreaking collaboration, Microsoft licensed our product in June 2021, reaffirming our commitment to excellence.
- Recognized among the top 100 solution providers in Canada, we're also honored to be part of the Microsoft Business Applications 2022/2023 Inner Circle.
- We take immense pride in being certified as a great place to work in Canada, fostering a culture of collaboration and growth across our global teams.
- Embracing a vibrant work culture, we offer a perfect blend of work-life balance, along with company-sponsored health insurance and a nurturing environment where your well-being is paramount.
- With 27 leaves annually plus 11 festival holidays, we ensure you have ample time to recharge and celebrate life's moments.
- Whether you prefer to work from our offices in Canada or Chandigarh or cherish the comfort of your home, we offer flexible arrangements to suit your preferences.
Excited yet? Here's where you come in:
Position Summary:
As part of the Customer Support Team, you will work alongside Support Analysts, led by the Customer Support Manager. As a member of the team, you will get the opportunity to work flexible hours, with a diverse team and cutting-edge technology. As an Escalation Engineer, you can expect to tackle new challenges every day, handling a wide range of issues and bugs. Acting as an intermediary between our Support and Development functions to prevent support issues from disturbing scheduled software production for our Dynamics Business Central products. You have a unique combination of advanced technical and communication skills, being able to manage complex customer and partner relationships effectively. By building meaningful relationships with clients, you have the ability to directly impact Binary Stream’s bottom line.
Primary Duties and Responsibilities:
Escalations & Technical Support
- Lead escalations, act as the primary escalation point for complex or urgent customer cases.
- Conduct advanced troubleshooting, debug & pinpoint issues in the code, complete root cause analysis, and provide timely customer updates.
- Evaluate, develop and document alternative solutions or workarounds to software defects before involving Development.
- Obtain and record all information needed to diagnose, troubleshoot, and resolve each issue.
- Maintain oversight over the status of open escalated issues, ensuring that an appropriate level of communication is maintained with affected customers.
- Provide professional services to customers such as writing ad-hoc queries and reports.
- Liaise with representatives of other ISV companies to jointly troubleshoot issues involving multiple ISV products.
- Take the lead role in technical analysis and recommendations in response to customer escalations.
- Own a portfolio of high-priority customers and take ownership of the high-priority queue.
- Collaborate with Product & Engineering to log, track, and prioritise product bugs.
- Work with the Support Manager to review escalation trends, identify process gaps, and suggest improvements.
- Provide guidance, coaching, support and vacation relief to Support Analysts.
Cross-Functional Collaboration
- Partner with the Implementation Team by:
- Acting as the dedicated support contact for newly onboarded customers during the transition from implementation to steady-state support.
- Sharing insights on customer pain points that impact onboarding.
- Providing feedback on product adoption challenges.
- Assisting in documenting use-case scenarios and support requirements for new implementations.
- Worked closely with Product Managers to share product feedback and support continuous improvement.
Admin & Small Projects
- Manage small improvement projects such as:· Creating/updating macros, workflows, and automation in the support tool (Freshdesk, etc.).
- Collaborate with Customer Support Manager on enhancements of the escalation playbook.
- Support rollout of new tools or processes within the support team.
Knowledge & Mentorship
- Contribute advanced troubleshooting articles to the knowledge base.
- Mentor junior and senior analysts on handling complex cases.
- Train new team members during their first 3–6 months to support onboarding and knowledge transfer.
- Schedule training sessions for team members on various topics and products as needed.
Technical Skills and Other Requirements:
- Advanced understanding of SaaS support processes, escalation management, and the customer lifecycle.
- Strong experience in handling escalated, high-priority cases with advanced troubleshooting and root cause analysis.
- Working knowledge of AL (Dynamics 365 Business Central) with exposure to C/AL, C#, and JavaScript for extensions, integrations, and troubleshooting.
- Practical experience with Power BI, Power Automate, and Dataverse, supporting analytics, automation, and integration needs at a foundational to intermediate level.
- Expertise in quality assurance practices to ensure accurate, timely resolutions.
- Knowledge of support workflows, macros, and automation (Zendesk, Freshdesk, etc.).
- Proficiency in using SQL queries, APIs, and log analysis for technical investigation.
- Strong product and functional knowledge to act as a subject matter expert during escalations.
- Experience managing small-scale projects and process improvements (e.g., ticket audits, reporting, playbook updates).
Ability to work effectively in Agile environments, contributing to iterative product and process improvements
Originally posted on Himalayas