Technical Support Associate

Kira Systems

This job listing expired on May 25, 2021, 6:16 p.m.
Location: Toronto
Employment Type: Full-time
We’re Kira Systems. We’ve built machine learning software that enlightens the world’s enterprises by enabling them to truly know what’s in their contracts and documents. We’re bold in our decision making, clear on our mission and – most importantly – passionate about pairing the power of human know-how with a powerful product. 

We’ve got an HQ in Toronto, but we’re a global workforce. From building trusted partnerships with our clients to delivering an employee experience that is second to none, our people are at the center of all that we do. 

As a Technical Support Associate, you will be troubleshooting and responding to technical queries identified by the Support Team. Daily responsibilities will include taking an expert consultative approach to problem-solving by being proficient and comfortable in all the features and functions that Kira offers, advising clients on how to use the Kira API, and supporting client-hosted installations of our software. You might be a SysAdmin that is looking to make a pivot, or a developer that likes direct client involvement. 

You will be working with our Systems, Development, and Technical Solutions teams and will need to love working with clients and thrive on seeing them informed. 

We've included some challenging scenarios that you may encounter in this role at the bottom of the application. Highly suggest you test the answer in an environment to ensure it's correct.

What You Will Be Doing

  • Supporting our infrastructure and application on client software during system up-grade periods
  • Supporting client-hosted installations of our software  
  • Documenting client questions and incidents in Jira, Salesforce and other tools
  • Tackling technical issues as they arise, partnering with System Admin Team when necessary
  • Staying up to date on new product releases and features

What You Bring

  • Bachelor’s Degree in Computer Science or a related field or equivalent working experience
  • 1-3+ years as a technical support associate or a similar role
  • Great written and verbal communicationFamiliarity with Linux server systems administration
  • Natural curiosity in technical software
  • Bonus points for fluency scripting for automating tasks (especially Bash, Ansible, and Python)

Meet Your Hiring Team

  • Talent Acquisition Specialist:Mirae Lee - Mirae has been in Talent Acquisition at Kira Systems for the past two years. Mirae has supported many departments at Kira Systems including the Client Support team. https://www.linkedin.com/in/miraelee/ 

  • Hiring Leader:Derek Malyczewskyj - Derek is a Client Support Manager who has built Kira System’s Support Team from the ground up to the award-winning team that we have today. Since joining Kira in 2017, Derek has grown the Support Team from three associates, including himself, to ten - ensuring our customers all over the world are taken care of 24/7. Derek is highly collaborative and enjoys mentoring. https://www.linkedin.com/in/derek-malyczewskyj-549a2a173/

  • Team Fit Interviewer:Ruairi Carroll - Ru joined Kira Systems in June 2019 and has been the Linux wizard of our client support team ever since! Prior to Kira, he had years of experience solving numerous IT challenges for both hardware and software issues as a freelancer. Ru always brings his positive energy to support Kira’s clients and internal Kirans. https://www.linkedin.com/in/ruairi-carroll/
Why join Kira Systems? 

Team. Our team is filled with smart, curious, independent, self-motivated people. Together, we make up a culture that values diversity of thought, creative thinking and fun.
Personal Development. We work on challenging problems. It’s hard – in a good way. We also believe in the power of learning. In addition to regular Lunch and Learns and internal learning opportunities, we provide all ‘Kirans’ with an annual learning budget. 
We <3 remote work. We have a number of fully remote team members around the world. Additionally, our Toronto-based Kirans have the flexibility to work from home when needed.
Flexible vacation policy? Check. We know how important it is to take time to recharge. Our flexible vacation policy allows you to take the time you need. 
We are award-winning! We've recently been named Canada's 3rd Best Workplaces for Companies with 100-999 Employees by Great Place to Work Canada and one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital.
Lots of benefits and perks. We’ve got your back. Literally. Got a knot in your back? We have a comprehensive health and benefits plan for you and your family. 

Kira Systems believes that at the foundation of our success are the people who work here. We are an equal opportunity employer and believe our diversity is a driver of success at our company. Any race, religion, colour, national origin, gender, sexual orientation or identity, age, marital status, veteran status, or disability status are welcome here. Accommodations are available on request for all aspects of the selection process.

Please be aware that due to the nature of our business all successful candidates must clear a background check before beginning employment.

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