Support Engineer

VTS is looking for an experienced Support Engineer to join the team. The ideal candidate has a passion for Customer Support as well as meticulous attention to detail. As a Support Engineer on the Engineering Production Support Team, you will be responsible for identifying and triaging complex issues that are impacting customers across the full VTS portfolio. 

Your technical skills, combined with your passion for puzzle-solving, will make you successful in triaging these complex issues in a timely fashion. You will learn and become knowledgeable about the platforms that VTS integrates with for access control, work order management, payments, and smart home technologies. 

For this position, you will regularly be available in the Toronto office to install, troubleshoot, work with, and maintain the lab equipment the support and quality teams use.

Here’s What You Can Expect as a Support Engineer

• You will work daily with support teams, integration specialists, support engineers, and quality engineers to proactively identify, troubleshoot, and triage assigned issues.
• Independently research and triage complex software issues using tools like Web Developer Tools (console and network logs), Datadog, Sentry.
• Communicate complex technical information clearly to non-technical audiences.
• Write and maintain knowledge base documentation to assist general and specialized support functions become more self-sufficient.
• Guide customers through advanced troubleshooting steps via screen-sharing sessions.
• Provide empathetic and patient support to ensure customer satisfaction.
• Troubleshoot across iOS, Android, and Windows environments independently.
• Learn and become knowledgeable about the platforms and technologies we integrate with, including REST and SOAP APIs.

What VTS Values and How We Show It

• Strive for Excellence - We know your potential is unlimited. Take advantage of our executive coaches and our training and career development programs available to all employees! 
• Be Customer Obsessed - We’re employee obsessed too! VTS offers competitive compensation, comprehensive health benefits (including dental and vision), pre-tax commuter benefits, and a 401(k) plan. Not to mention the fun stuff - monthly happy hours, wellness events, clubs, and team lunches! 
• Be Curious - Benefit from a culture that promotes new learning. VTS offers an education stipend to all employees! 
• Move as One - We work in an open floor plan to promote cross-functional collaboration. 
• Take Ownership - Be an owner of the company you’re building with our equity packages.
• Appreciate the Difference - VTS embraces and celebrates diversity. We understand the importance of a strong work-life balance. We offer a flexible PTO policy, generous family leave program, and more!