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Customer Support Specialist, Tech Operations at iTMethods

Customer Support Specialist, Tech Operations

iTMethods Toronto, Ontario Full-Time
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Who we are

At iTMethods, our mission is to provide the leading integrated DevOps SaaS Platform that enables companies to compete by securely delivering software faster and with higher quality. We’re focused on providing a better, revolutionary way for companies to accelerate their business innovation and software delivery.

Our DevOps SaaS Platform provides a flexible and integrated toolchain that allows development teams to focus on building software without having to maintain an ever-evolving set of DevOps tools and capabilities. The platform automates access to industry leading applications from Atlassian, CloudBees Jenkins, GitHub, GitLab, Sonatype, JFrog, SonarQube and many more. It delivers enterprise security, hybrid integration, reliability, scalability and a host of platform add-ons that streamline the on-boarding of users and teams across the enterprise.

Today leading companies in many industries including finance, software, media, retail and others rely on iTMethods’ DevOps SaaS Platform and expertise for providing the best in DevOps and Cloud automation, applications services and management. Over the years we’ve won numerous awards, passed audit and certifications and gained the trust of our valued customers and partners worldwide.

At iTMethods, we live and breathe 3 core values; we are customer obsessed, take no shortcuts and we act as one team. Our culture is driven by the belief of customers above everything. We embrace new and exciting practices to better serve and advance our customers. We have a dynamic and rich history and a bright future ahead! Our team is united by a common purpose to provide the best DevOps Saas Platform possible, and an endless ping pong tournament.

What will our new Customer Support Specialist do? 

In this position, you will prioritize excellent customer service when handling support tickets at the tool support desk. With a focus on moving towards a self-healing environment with automatic recovery, you will look for efficiency in how we respond to incidents in our operations, and create repeatable processes and procedures.

Your day-to-day will look something like this:

  • Triage. You will review, analyze, and resolve support tickets and service requests from our customers within the agreed to SLAs and escalating appropriately
  • Improve. You will develop and implement SOPs (Standard Operating Procedures) for customer requests and increase the efficiency and capability of the Customer Service Desk.
  • Advise. You will act as a subject matter expert and advise customers on their Atlassian (JIRA/Confluence) and DevOps tools.
  • Assist. You will help with the configuration and support of customer environments, code deployments, optimization, and supporting various tools.

What’s in it for you?

This role is critical to helping iTMethods scale and grow our market share. Your success is our success! In this role, you will benefit from the following: 

Exposure. As our Customer Support Specialist, your work will touch every part of our organization, working across departments to solve customer issues. You will hone in your functional expertise with DevOps tools and Atlassian (JIRA/Confluence) by providing technical support to our customers using this toolset.

Scale. Joining iTMethods now is a chance to get in at the ground level of a rapidly growing tech company. You will be mentored and guided by our leaders, learning the business, and helping us scale. As we continue to grow and expand, you will be given opportunities to keep up to date with cutting edge technologies impacting the solutions being deployed as well as learning new ways of automating similar solutions.

Growth. This role could lead to several career choices as you gain knowledge and hands-on experience across our tools and platform, working with a range of customers. You may continue to move up within Operations Support, taking on more responsibility, and growing the department. You may choose to pursue a career in Sales, Cloud Operations, Functional Consulting, or even Reporting. We’ll work with you to map out the right career for you at iTMethods and give you the support you need to achieve your goals.

What you bring to iTMethods

  • Education and experience. You have at least 2 years of experience in a technical customer support role in a technology environment working independently and collaborating across teams to find solutions. If you have AWS, Jenkins, Git, and Atlassian experience, that would be a bonus. You have experience with:
    • Ticketing systems such as Jira, ServiceNow, Zendesk.
    • Using and developing SOPs (Standard Operating Procedures).
    • Writing support documentation. 
  • Great communication skills. You have exceptional verbal and written abilities, and you can convey ideas with empathy, patience, and clarity. 
  • Passion and drive. You bring a can-do attitude and want to step up and lead on driving issues to resolution and processes to execution. You are curious and love to learn. You’re a proactive individual who takes the initiative to solve problems as soon as you spot them. 
  • Attention to detail. You pay attention to detail and are continually looking for ways to improve processes. You are a very organized individual who ensures information is captured appropriately for customer requests and creates documentation that is easy for others to follow.
  • Flexibility. You are available to work rotating daytime shifts and participate in an after-hours on-call schedule.

About the company

iTMethods has been in business for 15 years, and during that time, we’ve won numerous industry awards, passed complex audits and certifications, and gained the trust of our valued customers and partners worldwide. Today we’re scaling quickly: winning big deals with major clients in the US, Canada, and Europe. We’re excited about our growth and the opportunity this presents for our people to stretch their skills and reach their potential. 

At iTMethods, our people genuinely care for each other - we enjoy winning together and making improvements when something doesn’t go our way. If you don’t have all the experience we’re looking for here but believe you have the drive and passion to learn quickly and thrive in a small but highly productive team, we want to hear from you!

Join us

Apply here or learn more about our company on our [ Link removed ] - URL blocked - click to apply, [ Link removed ] - URL blocked - click to apply or [ Link removed ] - URL blocked - click to apply.

At iTMethods, our mission is to help integrate all our clients DevOps tools and processes into a seamless DevOps SaaS Platform, allowing for streamlined automation, optimized workflows, and desired business outcomes. Our platform automates access to industry-leading applications from Atlassian, CloudBees Jenkins, GitHub, GitLab, Sonatype, JFrog, SonarQube, and many more. It delivers enterprise security, hybrid integration, reliability, scalability, and a host of platform add-ons that streamline the on-boarding of users and teams across the enterprise.

iTMethods is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and every employee has the opportunity to realize their potential. We are committed to providing reasonable accommodations, if required, and will work with you to meet your needs. 


Recommended skills

Self Motivation
Attention To Detail
Customer Support
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