Support Engineer

Support at Index is different - we don’t have customers in the traditional sense of the word: we support a small group of highly technical users including internal Index teams (Analysts, Client Services, Engineering) as well as representatives from our Publishers, who depend on our products to see transparent data about their campaigns. We are looking for a Support Engineer to be the join the team and operate as a single point of contact for end users needing assistance – whether submitting a hardware request, fixing a bug or creating a custom report. The ideal candidate for this role must have a technical background with a strong focus on databases (namely SQL) in addition to exceptional prioritization, time management and communication skills.  

Here’s what we want:

  • Technical: The goal when a ticket is sent is to resolve the issue rather than push the ticket to another team. You will build scripts, make changes in the database, and even add new functionality to the system where possible to resolve as many of the issues within support
  • Dynamic: Support is one of our most vibrant departments and you need to not only bring the skills to do the job, but the right mix of passion and personality to complement this team. Someone who takes initiative will thrive in this role as we want new ideas mixed with a lot of energy to make things happen
  • Organized: You will report all issues via tracking system (JIRA), determine appropriate priority, triage and escalate all high priority issues to manager

Here’s what you’ll be doing:

  • Build upon your professional experience in a technical support role and expertise with databases including MySQL as well as the Linux/Unix command line
  • Use clear and concise communications skills to solicit critical information and share important updates
  • Work quickly to resolve all ticketed issues that are submitted. This takes a high degree of problem solving, technical skills and logic
  • Collaborate with the Support team and all the other departments across IX. Working cross-functionally is absolutely essential in this role

Why you’ll love working here:

  • Work out of our Engineering HQ in midtown Toronto
  • Our offices speak to who we are: no walls or cubicles - wide-open spaces where we can freely communicate and collaborate
  • We offer free snacks and drinks as well as catered lunches every day
  • We don't have a dress code and work flex hours
  • Regular celebrations (BBQ, Holiday Party, All Hands) and milestone outings
  • We offer an amazing benefits package, 5% RRSP matching, and a $5 monthly Goodlife memberships

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