Technical Support Engineeer

locationWinnipeg - Manitoba (MB),

atLibrestream Technologies

Job Description:

Librestream is a fast-growing company with a globally deployed industrial Augmented Reality platform. Frontline workers in 120 countries use the Onsight AR platform on wearables and mobile devices every day to accelerate problem solving and capture data for AI-based machine learning.

The Technical Support Engineer must enjoy working with others, be a fast learner, have excellent technical diagnostic skills, and enjoy a fast-paced environment. We are looking for an enthusiastic individual who can handle multiple tasks and be committed to customer satisfaction. Experience in supporting software products and working with enterprise customers is required.

We are seeking high energy and talented people to continue expanding our technology products and services in the global industrial market. If you are interested in working at a fast-paced, high growth, entrepreneurial company, then Librestream is the place for you.

Your responsibilities will be:

  • Provide technical support by phone or electronically to corporate clients, business partners, and colleagues throughout EMEA
  • Respond promptly to customer inquiries in a professional manner and within stated response times
  • Troubleshoot technical problems to determine whether they are hardware, network or software related, and attempt
to assess and remedy the problem with the initial call
  • Acquire proficiency in Librestream video collaboration products and services
  • Assist other support personnel as needed and maintain visibility into all active support requests to ensure timely response and proper follow-through by others
  • Coordinate field issues with Development team to drive future release functionality and updates
  • Keep detailed records of customer support cases in the corporate CRM
  • Analyze and report on defined CRM support metrics and trends
  • Participate in on-call rotation to support customers after-hours and on weekends

  • Job Requirements:

    • A relevant post-secondary degree such as Computer Science, Engineering, or Technical diploma
    • 3-5 years of experience in a technical support role
    • Experience in supporting technologies that include cloud computing, networking, video streaming, and broad platform support such as PCs, smartphones/tablets and wearables
    • Excellent communication skills – verbal & written, multilingual an asset
    • Strong ability in problem analysis and problem solving
    • Detail oriented and ability to multi-task under pressure

    Job type: Full time

    Location: Winnipeg, MB (must currently reside in Winnipeg)

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