Senior Technical Support Agent (Level 3)

Introduction

We're a cutting-edge startup revolutionizing MSPs with SaaS monitoring and M365 Security services. We're seeking an experienced Senior Technical Support Agent (Level 3) to join our dynamic team. This is a full-time, permanent position within one of Ottawa’s most successful startups. We're looking for a highly skilled and adaptable Senior Technical Support Agent to provide exceptional customer support, assist partners with product rollout and best practices, collaborate with our engineering team, and ensure seamless technical issue resolution. The ideal candidate will have several years' experience in Microsoft Security best practices, M365 Administration, and excellent customer handling skills.

Company

Founded in 2020, Augmentt’s mission is to provide managed service providers (MSPs) a smart solution to address the complexities driven by the unprecedented adoption of SaaS. Augmentt’s platform and solutions are designed to make SaaS management easy and profitable while delivering the framework for Augmentt partners to become world-class MSPs. For more information, visit www.augmentt.com.

You Are

• Driven by the ability to learn new skills
• Analytical, and get a kick out of troubleshooting hard problems– you're not here to follow scripts or manuals
• Great at finding practical alternatives or suggestions that work to meet the partner’s need
• Customer champion, well presented with a passion for helping MSPs
• Eager to get on the phone/video/email/chat
• Self-motivated, reliable, and adaptable in a WFH environment
  
  

The Job

• Provide advanced technical support to customers via phone, email, chat and video
• Work directly with customers to resolve the most complex technical issues, collaborating with Engineering teams when necessary
• Analyze logs, system data, and troubleshooting outputs to find root causes
• Contribute to knowledge base development and process improvements
• Help Level 1 and Level 2 technicians in issue resolution
• Share new discoveries and best practices with the Support team
• Interface with our integrated partners & tools (log Microsoft support cases, create deployment scripts for various RMMs, etc.)
• Educate MSPs on best practice & recommendations – they will turn to you for advice
• Assist partners in deployments of the product, providing best practice recommendations along the way
  
  

Requirements

• Experience with Managed Service Providers (MSPs) and multi-tenancy platforms
• Experience in Microsoft Security, M365 Administration
• Strong understanding of cloud-based technologies (e.g. APIs)
• Understanding of Security best practices (e.g. least privilege, MFA, Zero trust), with the ability to advice MSP’s on best practices for their use cases
• Web app troubleshooting, such as using the Developer tools
• MYSQL/Elastic search/Kibana for querying aspects of our app when troubleshooting
• M365 powershell scripting, understanding of powershell libraries and methodologies for troubleshooting
• Able to run M365 graph queries for investigation & troubleshooting
  
  

Nice To Have

• Salesforce Service Cloud
• Familiarity with security compliance frameworks such as SOC2, GDPR, NIST CSF 2.0 and M365 CIS
• Experience with Microsoft Partner Center and GDAP relationships
  
  

What We Offer

• Competitive salary
• Work alongside an awesome team of helpful, down-to-earth technologists
• Excellent opportunities for professional growth and development
• Comprehensive Benefits Package (Health, Dental, Medical)
• Opportunity to work with a cutting-edge startup
• Fully remote work environment