Technical Support Engineer

About Tantalus Systems (TSX: GRID)

Tantalus is a smart grid technology company that transforms aging one-way grids into future-proofed multi-directional grids that improve the efficiency, reliability and sustainability of utilities and the communities they serve. Our solutions are purpose-built to allow utilities to restore power quickly after major disruptions, adapt to rapidly shifting consumer expectations and population shifts, innovate new solutions based on the adoption of distributed energy resources and evolve their grid infrastructure at their own pace without needless cost or complexity. All this gives our user community the flexibility they need to get the most value from existing infrastructure investments while planning for future requirements. Learn more at http://www.tantalus.com/.

Come join us if you're interested in being part of an entrepreneurial team, solving complex technical problems and delivering innovative solutions that will directly impact the electrification of everything and the decarbonization of our society.

We have operations throughout the United States and Canada with offices in Burnaby (British Columbia, Canada), Raleigh (North Carolina, USA), Kanata (Ontario, Canada) and Norwalk (Connecticut, USA).

This position offers a competitive salary plus variable compensation based on performance targets and business objectives. Tantalus also offers generous benefits, including medical, dental and vision plans, healthcare and dependent care flexible spending accounts, retirement plan (401k) and paid time off.

The Opportunity:

Reporting to the Director, Product Support, the Technical Support Engineer is a member of the Customer Operations team and is responsible for assisting the team in deploying, operating, maintaining and troubleshooting for Tantalus customers. The Technical Support Engineer will be the primary technical interface between the Field Operations and Product Development departments in ensuring products in the field are maintained and functioning.

Location of Position:

This is a hybrid position and will be based out of our Norwalk, CT office in the US.

Specifically, the Technical Support Engineer will:

• Troubleshoot and solve problems across the TUNet technology set, including embedded hardware and software, RF and IP communications networks, database, Linux back-end, web front-end, and service interfaces.

• Upgrade and patch TUNet software on customer systems.

• Configure and maintain billing exports.

• Provide periodic support to supervise or monitor the introduction of new products in the field.

• Review and prioritize open cases, escalating as required.

• Collaborate to develop, establish, and improve processes and procedures related to Tantalus' technical knowledge base, online community, and other documentation.

• Perform miscellaneous scripting tasks periodically.

• Travel to customer sites may be required for support work and/or personal training.

• Participate in an after-hours support call program approximately 2 weeks/quarter.

• Perform other duties as assigned.

What you Bring:

Education and Experience

• Diploma in information technology or higher

• 2+ years of experience in a customer service or technical support role

• Must be comfortable in a Linux environment

• Experience with Unix/Linux command line and shell scripting, primarily Bash.

• Working knowledge of IP networking including TCP/IP, FTP, SSH, firewall

• Virtual Machine/Environment experience (VMWare ESXi, HyperV,)

• Understanding, exposure to or experience with Oracle SQL or similar RDBMS.

• Experience in the development, maintenance and updating of in-house automation tooling is an asset

• Knowledge and previous experience with a support ticket/issue reporting system is an asset.

• Knowledge and experience with Salesforce.com is an asset.

• Experience working to analyze, troubleshoot, debug, investigate, and to present the results.

Personal Attributes Required:

• Attention to detail and strong problem-solving skills

• Self-motivated and able to work independently while exercising initiative, flexibility, and good judgement

• Strong organizational and planning skills

• Ability to effectively prioritize and multi-task, and remain focused in a fast-paced, high-volume work environment

• Excellent collaborative and interpersonal skills

• Desire to learn new skills in a dynamic and demanding environment

• Excellent interpersonal, written, and oral communication skills

If you possess some of the key skills and experiences outlined in the job posting and are genuinely interested in the position, we invite you to take a chance and submit your application. We value diverse perspectives, unique skills, and believe in the power of potential over specific qualifications.

Tantalus is committed to employment equity and building a diverse workforce. We welcome and encourage indigenous applicants, people of color, all genders, 2SLGBTQ+ and persons with disabilities to apply. Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email us at careers@tantalus.com.