illumin is a leading technology company that provides marketers with a one-stop solution for omnichannel digital advertising with best-of-category return on advertising spend. Our journey automation technology, illumin™, offers planning, buying and real-time intelligence from one platform. With proprietary Artificial Intelligence, illumin™ brings unique programmatic capabilities to close the gap between advertising planning and execution. illumin is headquartered in Toronto with offices throughout Canada, the U.S., Europe, and Latin America. For more information, visit illumin.com and check out our Life @ illumin video here!
This is an exciting opportunity to join Illumin that is looking to constantly reinvent advertising technology. We are a rapidly growing team supporting a stable but rapidly growing organization. Successful candidate will join Production Support team based in downtown Toronto which is an integral part of Illumin’s success. Production Support Engineers are technical experts who solve internal support tickets received from various internal teams while ensuring the delivery of high-quality solutions by advanced troubleshooting skills. This position will be hands-on in handling technical issues.
What You'll Do:
- Supporting our flagship product called Illumin along with other systems, to provide technical expertise and support.
- Taking ownership and accurately responding to support tickets which includes in-depth technical investigation, report requests and other system administration tasks.
- Collaborating with fellow Support, UI, Back-End, Data, DevOps, QA, and Product teams to resolve product issues and defects.
- Driving open tickets to closure by adhering to Production Support Service Level Agreement (SLA) timelines.
- Responding to system generated alerts related to any failures on application platform.
- Having Customer-first attitude to have a transparent and timely communication and keeping the customers informed about the progress of enquiry / issue resolution.
- Documenting standards, processes and procedures related to best practices and issues resolution.
- Identifying and implementing improvement & automation opportunities proactively and drive product success.
- Be available on call (on rotation) in a support role, when required.
- Bachelor’s degree or diploma in Computer Science, Software Engineering, or a related field.
- 3+ years of experience in a production support role along with strong experience in any flavour of SQL; ability to write DB statements on fly.
- 1+ year of experience working on Software-as-a-Service (SaaS) customer service.
- Excellent verbal and written communication skills working in a professional environment.
- Strong analytical / critical thinking with the ability to multitask and manage priorities.
- Excellent time management, organizational and planning skills.
- Strong collaboration and team-building skills.
- Experience with Confluence, JIRA Service Desk or other support desk applications.
- Familiar with Kibana, Kafka, Big Data/Hadoop, Jupyter notebook, Python, Spark, Kubernetes / Containerization.
- Experience working in Digital Advertising technology.
GREAT PLACE TO WORK®
illumin is certified as a Great Place to Work® after a thorough and independent analysis conducted by @Great Place to Work Canada. This certification is based on direct feedback from employees, provided as part of an extensive and anonymous survey about the workplace experience. Check out our website here.
DISCLAIMER
This description has been designed to indicate the general nature and level of work performed by the employee within this position. However, the actual responsibilities, duties, qualifications, and experience may vary. The Employee may perform other related duties as required to meet the ongoing needs of the organization. Information contained in this job posting/description is subject to change.
DIVERSITY, INCLUSION & EQUAL EMPLOYMENT OPPORTUNITIES
illumin is committed to the principle of equal employment opportunity for all our people and to providing a work environment free of discrimination and harassment. We expect and require the cooperation of all our people in maintaining an environment with mutual respect by and for all our employees and applicants.
All employment decisions at illumin are based on business needs, job requirements and individual qualifications, without regard to race, colour, ancestry, creed (religion), place of origin, ethnic origin, citizenship, sex (including pregnancy, gender identity), sexual orientation, age, marital status, family status, political belief, physical or mental disability, receipt of public assistance, or irrelevant record of the offence.
illumin provides accommodations for individuals with disabilities. If you require accommodation, please contact us by e-mail at TalentAcquisition@illumin.com. This ensures that the appropriate accommodations are in place during the recruitment and selection process and before you begin your journey with us.
Let us know what we can do to help you be successful during your recruitment experience at illumin.
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