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Senior Technical Support Engineer at AppNeta (Vancouver, BC, Canada)

AppNeta is a fast-growing, international technology startup that is poised to take advantage of the massive performance monitoring marketplace sized by Gartner as $3.5B in 2017.  AppNeta has been named to the Inc. 5000 Fastest-growing Private Companies list four years running, and has won numerous awards in the Boston market, including BBJ’s Best Places to Work and BostInno’s Coolest Companies. 

Technical Support Engineer (a/k/a "Application Support Engineer")

We're seeking individuals experienced in technical support to join our dynamic Customer Care team in Vancouver. You are a person who dives head first into technical problems. You will be responsible for building and maintaining relationships with our largest and most complex clients, solving the toughest challenges, and making sure they have a first-class customer experience. You will work very closely with engineering, product management, sales, and our executive branch to bring visibility of our clients' needs to the forefront of all our processes. This position requires solid fundamentals in application and network performance, and it is a unique opportunity to become more exposed and knowledgeable in the field while expanding your service and account management skills at a top-tier level.

Job Responsibilities:

  • Making our product and service amazing by providing support to our enterprise, partner, and cloud service customers via phone, email, and web communications

  • Ensuring customer support expectations are met through timely responses and escalation of customer issues

  • Providing product feedback and suggestions for improvement from a customer support perspective

  • Raising product defects (Jira/Github) and tracking progress of these in order to set correct expectations with clients

  • Taking ownership of escalated technical issues and owning them through to completion


  • 2+ years of experience in a support, administration, or operations role relating to network or application performance

  • Experience reading, writing, and troubleshooting HTML, CSS, and Javascript

  • Degree or diploma related to Development,  Application and/or Network Operations

  • Intermediate Linux knowledge and the ability to apply knowledge in Linux environments

  • Excellent analytical and troubleshooting skills

  • Strong communication, interpersonal, and presentation skills; comfortable communicating and discussing technical concepts with customers and peers

  • Strong understanding network protocols and infrastructure

Additional Skills (preferred, but not required):

  • You have demonstrated an increase in responsibility in your previous role(s)

  • You have a knowledge of and interest in web and network architecture

  • You have a passion for sharing new ideas in a dynamic environment

  • You have ‘nerd cred’ and work on cool personal projects using new or exciting technologies.

About AppNeta:

AppNeta is the leader in proactive end-user performance monitoring solutions built for the distributed enterprise. With AppNeta, IT and Network Ops teams can assure continual and exceptional delivery of business-critical applications. AppNeta’s SaaS-based solutions give IT teams essential application and network performance data, allowing them to continuously monitor user experience across any application, network, data center or cloud. 

At AppNeta, we take application and network performance seriously without taking ourselves too seriously. We are big believers in a work hard, play hard culture. We offer everything from catered lunch and free snacks to commuter benefits and Maternity/Paternity leave, and pride ourselves on providing a challenging yet fun and collaborative environment. For more on our company culture, perks, and benefits, check out our website:

About AppNeta’s office locations:

  • Vancouver: One block from Waterfront Station in the heart of historic Gastown, AppNeta’s Vancouver office is home to our Product, Engineering and Customer Success teams.

  • Boston:  Located just steps from South Station in the heart of the Innovation & Seaport Districts, AppNeta’s Boston office is home to our Sales & Sales Engineering, Marketing, Customer Success, Product and G&A teams. 

by via developer jobs - Stack Overflow

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