Technical Support Specialist

• You want to work at a company that is building impactful, relevant technology. Auvik’s network management software helps IT teams by automating time-consuming tasks, streamlining operations, and mitigating risk. It’s more important than ever to be able to remotely monitor and manage network infrastructure, and with Auvik, IT professionals have that essential visibility and control.

• You want to work with a leadership team who are transparent and trustworthy. Our senior leaders have a vision for Auvik. They are experienced, knowledgeable, approachable, and consistently working hard to drive success, both for the company and the team of people who make it happen.

• You want to work with a product customers love. People rave about what we’ve built—our latest NPS was 57 (phenomenal!). Our customers are smart, aspirational, and highly technical. It pays to get the details right.

• You want regular opportunities for learning and growth. With ongoing feedback from leadership, you’ll find that Auvik encourages you to be your very best. Our onboarding process is thorough and informative because we want to make sure you’re prepared to have a great work experience. We also have programs designed to help you take the next steps you want for your career.

• You want the flexibility to manage your work, your way. We’re a fully distributed team and we’re prepared to continue to support working from home (or the space you choose!). We trust you to get the job done where you feel most comfortable and effective.

What’s this role about?

Rule #1 of the Auvik Way:  Wow our customers! As a key part of Auvik’s technical support team, your focus will be on helping the users of our network management software to be as productive and happy as possible. Drawing on your technical aptitude and strong people skills, you’ll work closely with our engineering, partner success and sales teams to answer questions, solve problems, clear roadblocks, and build positive relationships with our customers.

What will I be doing?

There’s never a dull moment in this role! Every day, you will:

• Provide useful, accurate and friendly technical support to Auvik customers by chat, email, web & phone and other channels as required
• Help customers by clearly identifying problems, researching answers, and guiding them through corrective steps
• Assess and document suggestions for new or improved product functionality, based on customer feedback, that our engineering team should implement
• Document new or updated support information in knowledge base articles
• Effectively manage large numbers of incoming customer requests
• Work to keep customer churn at zero by consistently providing an outstanding customer experience

What are we looking for?

• Knowledge of basic networking concepts (Routing, Switching & Firewalling)
• Strong technical aptitude and ability to learn quickly
• A self-starter that works well in a team environment
• A people person, with a friendly and positive manner
• Great communication skills, both verbally and in writing
• Good analytical and problem-solving skills
• Grace under pressure, with soft-skills experience
• Experience with technical, product support
• Ability to multitask, prioritize, and manage time effectively

Are there bonus points?

• Prior experience supporting client facing technical support
• Basic knowledge of Linux, including scripting with Python / BASH
• Basic understanding of relational databases (SQL)
• Experience using Slack, Zendesk, and JIRA
• Experience with configuration of networking hardware (Cisco, Fortinet, SonicWall, …)

We’re actively hiring for this role and looking to bring someone great onto the team as soon as possible. 

About Auvik

Auvik delivers cloud-based network management software that gives IT teams instant visibility and control over their infrastructure — whether on-site, remote, or dispersed across global networks. Our platform automates network discovery, mapping, monitoring, configuration backups, traffic analysis and alerting, so IT professionals and MSPs can manage complex, multi-site environments with ease.

We’re focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. We are happy to make any accommodations you may need throughout the interview process as well. 

Auvik is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law.

At Auvik, our hiring process is designed to be personal, transparent, and human-led. Our Talent Acquisition Partners review all resumes, connect with candidates whose skills and experience aligns with the role, and stay in communication with you throughout your journey. If our interests align, you'll meet with a hiring manager, as well as additional members of the hiring team in follow-up conversations. All of your interviews will take place via Zoom.

Before meeting with a hiring manager, we also ask candidates to complete a 5-minute Predictive Index (PI) assessment. This helps us understand and match your strengths and work preferences with roles that will set you up for success.

We use AI tools to support administrative tasks in the hiring process; such as helping source candidates, drafting communications, and interview summaries, so our team can stay focused and present during conversations. We do not use AI tools to interview, screen or assess candidates; or determine who moves forward in the process. We debrief and consider the full context of every conversation before making hiring decisions. We believe hiring requires judgment that can be augmented but, not replaced by AI.