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Technical Support Specialist, Level 2

SOTI Inc. North America

This is a Contract position in Guelph, ON posted July 9, 2021.

SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.

Job Title: Technical Support
– L2 Location: Mississauga, ON Who We Are At SOTI, we are committed to delivering best in class mobile and IoT device management solutions.

We are looking for out of the box thinkers that appreciate the art of creating great software.

To us, being visionary is more important than doing things the way they’ve always been done.

What We’re Looking For SOTI’s growth and success is a result of commitment to innovation through entrepreneurial culture and leadership.

Employees are driven to make an impact, offer a unique value and most importantly, be part of a winning team.

What’s in it for you?

The People
– From our humble origins in our founder’s basement, to our industry leading position today, SOTI has worked hard to foster a company culture that we can all believe in.

A culture that emphasizes personal growth, continuous innovation and fun.

The Growth
– Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line.

SOTI is a fast-paced environment with a global reach that encourages you to make your mark and be part of something big The Technology
– You’ll get the chance to work with leading edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams.

You will work alongside SOTI’s partners which include leading tech giants that will keep you on the cusp of emerging technologies.

What You’ll Do Provide higher tier customer support with regards to our SOTI MDM solutions Provide telephone and email based post-sales technical support for our software products Investigate issues reported by customers and work collaboratively with internal stake holders and see through to resolution Work proactively to update customers by reporting progress regarding outstanding queries and escalations Respond to all customer requests in a timely manner while ensuring an excellent customer experience Opportunity for occasional travel to local and international destinations for trade shows / events Create and assess customers’ JIRA tickets Coach and assist Level 1 agents to help them in their regular cases Passionate and excited about Customer Success, technology and being part of a fast-growing MDM company Experience You’ll Bring: Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field Solid understanding of the OSI model and computer networking principles (Firewalls, Network Protocols, Subnetting) Previous knowledge with Windows Server 2008/2008 R2/2012/2016 and other technologies (ie SQL /Virtual servers) Knowledge of mobile computing platforms (Android, iOS, Windows Desktop and Mobile, MacOS, Linux and Zebra printers) Ticket Management using CRM tools such as salesforce and JIRA would be an asset Minimum 2-3 years of relevant customer service experience Strong problem-solving abilities, Strong team player (i.e.

flexible, hard-working, fast-learner, self-motivated, results oriented) Understanding of High Availability (HA) and large deployment environments Read/write SQL Scripts and SQL Trace for troubleshooting Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives Outstanding verbal and written communication skills in English About SOTI SOTI is the world’s most trusted provider of mobile and IoT management solutions, with more than 17,000 enterprise customers and millions of devices managed worldwide.

SOTI’s innovative portfolio of solutions and services provide the tools organizations need to truly mobilize their operations and optimize their mobility investments.

SOTI extends secure mobility management to provide a total, flexible solution for comprehensive management and security of all mobile devices and connected peripherals deployed in an organization.

At SOTI, we celebrate the uniqueness of our global teams and are proud to be an equal opportunity workplace.

We are curious problem solvers who are committed to bringing the best mobile and IoT management solutions to market.

We offer careers with EndlessPossibilities.

What are you waiting for?

Apply today: If you want to bring your ideas to life, apply at SOTI today.

We are committed to providing accessible employment practices that are in compliance with the requirements under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA).

If you require accommodation during any stage of the recruitment process, please notify People & Culture at

Please note that SOTI does not accept unsolicited resumes from recruiters or employment agencies.

In the absence of a signed Services Agreement with agency/recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee.