Technical Support Specialist

A leader in software solutions for client relationship management, compliance and fraud prevention, Tier1 Financial Solutions’ is passionate about helping accelerate our clients’ digital transformation initiatives with our CRM, AML and compliance solutions. Founded in 2007 and located in Toronto, Ottawa and New York, Tier1 today has over 150 employees and services over 200 clients globally, including the world’s largest financial institutions.

 

We’re looking for a Technical Support Specialist to join the compliance and fraud prevention division of Tier1. Operating under the Alessa brand, the compliance division is focused on creating comprehensive solutions to help financial institutions and many other organizations to comply with regulations and combat theft, fraud, money laundering and many other forms of financial crime. Every year billions of dollars are laundered internationally, supporting drug trafficking, smuggling, fraud, extortion and corruption, enabling organized crime to continue their criminal activities. Fighting financial crime using advanced data analytics is a cutting-edge space with Anti-Money Laundering software and advanced analytics being driven by some of the brightest minds in the industry.

 

Description:

You bring a wealth of technical and business acumen to the organization and your hands-on approach and analytical skills are second to none. With a broad and deep understanding of various areas within the infrastructure and applications realm, you thrive in a fast-paced and dynamic environment. As a member of the Technical Support Team, you will identify risks and opportunities and proactively manage them as required. If you are interested in bringing your excellent technical expertise and shining personality to Alessa, we want to hear from you!

 

Responsibilities:

  • Provide beginning-to-end resolution to reported issues for Alessa solutions
  • Work with clients on technical issues such as dashboard visualization, workflows, case management and other product features
  • Work closely with technical writer to drive customer education
  • Provide methodical guidance to customers, distribution partners, and colleagues as required
  • Interact with Tier1 Agile teams in reporting and documentation of defects and enhancement requests
  • Work directly with our development team and participate in the development/enhancement of Alessa solutions and projects. This may include needs analysis, documentation, script development, testing, and installation/implementation tasks
  • Work and act in accordance with our core values
  • Communicate effectively, both verbal and written

Requirements:

  • Ability to explain complicated technical issues in a easy to understand way for end users
  • Working knowledge of networking in corporate environments
  • Excellent troubleshooting and issue resolutions skills
  • Experience with electronically licensed software
  • Understanding of database platforms, data analysis and retrieval
  • Excellent communication skills – written and verbal
  • Strong sense of ownership, urgency, and drive
  • Ability to multi-task and work with little or no supervision
  • Ability to work under pressure
  • Good time management and priority handling
  • Minimum 3 years of proven working experience in support positions and/or customer service
  • Excellent customer service skills
  • Experience working in an agile environment and demonstrated expertise in communication for the success of all agile teams
  • Ability to interface on a technical level with both management and development teams
  • Good understanding of cloud computing, AI, ML, computer software, web services, micro services, and other technologies

Preferred Requirements:

  • Over 3 years of proven working experience in technical support positions
  • Strong knowledge of windows/linux operating systems
  • Experience with scripting languages (Bash, Powershell, Python, GO)
  • Experience with virtualization technologies (VMWare, KVM, Hyper-V)
  • Knowledge of IP networking, VPN’s, load balancing and firewalls
  • Experience with SQL database management
  • Excellent customer service skills
  • Ability to interface on a technical level with both management and development teams
  • Fluency in Spanish or other languages would be an asset

Benefits:

We offer a competitive salary and a flexible work environment. We also encourage can-do, collaboration, and possibility thinking that will enable you to take your career to the next level.

To give you an idea of what we mean when we say we encourage outside-of-the-box thinking, here are our core values:

  • Have fun creating great customer experiences
  • Your work is a reflection of you
  • Celebrate us all the time
  • The ego is the enemy
  • Impossible – What’s that?
  • S* happens – adjust and learn
  • Don’t be afraid of chaos and discomfort
  • Do what you say & say what you mean
  • Give abundantly to your family, team and communities

Join us in this exciting new opportunity!

 

Tier1 Financial Solutions is an Equal Opportunity Employer. We are committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.