Specialist collaborating on technical support for regulatory submissions in pharmaceutical industry. Working closely with regulatory affairs and R&D teams for Canadian and international markets.
About the role
- Senior Technical Support Engineer responsible for incident resolution and technical project delivery, leading client satisfaction initiatives in IT services.
Responsibilities
- Lead Sev-1 and Sev-2 incident resolution end-to-end.
- Design and implement permanent fixes.
- Build and enhance automation and support tools.
- Ensure full compliance with contracts and SLAs.
- Analyze service trends and lead continual service improvement.
- Act as the owner of client satisfaction and feedback.
- Translate client needs into technical actions.
- Lead technical projects across multiple workstreams.
- Coach and supervise L1 and L2 teams.
Requirements
- Bachelor's degree in computer science or information technology.
- Professional certifications, ITIL, Microsoft, or similar.
- 8 plus years of experience in IT services or managed services.
- English proficiency required ranges from B1-C2, with strong speaking and writing skills appropriate to each role.
- Strong problem management and trend analysis skills.
- Hands-on scripting and automation experience.
- Calm leadership during critical incidents.
- Strong stakeholder and client management skills.
- Proven project delivery experience.
Benefits
- A culture of growth: Many of our leaders started in junior roles — we believe in investing in our people and growing talent from within.
- Continuous feedback: We don’t wait for annual reviews — we believe in real-time coaching and development.
- Supportive & collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a team.
- A space for every personality: Love socializing? You’ll thrive in our lively environment where conversation and connection are key. Prefer quiet focus? We’ve got dedicated Focus Rooms perfect for deep work.
- Flexible work options: Enjoy up to 6 Work from Home days per month — balance that works for you.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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