First Response Team Support Specialist

Job Description

Overview

LogMeIn is looking for an awesome contributor for the role of first response specialist.

You will perform troubleshooting on complex and varied issues and, when deemed relevant, work in coordination with the development teams to ensure everyone has clear and unambiguous data to work with. You will also ensure seamless coordination with the tier 3 team of technical support to ensure they can provide valuable feedback about progress to customers and help discover potential workarounds for unresolved issues.

This unique role, with one foot with the various development teams and one with the customer facing teams, allows the first response specialist to add great value to all interactions with the various members of the organization.

In a nutshell, you will act as the voice of the customers within the development team and the voice of the development team within the technical support team.

Responsibilities

As a critical part of our customer focused DevOps driven culture, your responsibilities will include:

• Working with the technical support team to troubleshoot issues coming up from the field
• Writing clear, unambiguous, and actionable bug reports and work with the relevant teams to ensure proper prioritization
• Acting as a coordinator between incident responders and the customer facing teams when things don’t go according to plan

Qualifications

• Be a fast and self-directed learner. You’ll need to eventually grasp the whole GoToConnect platform and all of its applications (yes, it’s a lot).
• Willingness to dive into the gritty details when the situation asks for it
• Good ability to work on various fronts in parallel and to juggle potentially conflicting priorities
• Great oral and written communication skills (English)
• Be action-oriented, not afraid to speak your mind and ask the right questions
• Ability to interact with both developers and technical support agents, understanding that their needs are different when faced with the same issue
• Even better if you:
  • Have experience troubleshooting Asterisk, SIP, APIs, web applications, and mobile applications (both iOS and Android)
  • Have experience with custom third-party integrations and APIs
  • Have development experience

About

LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

Our Canadian offices, located in Quebec City, Montreal, and Rimouski, provide a rewarding work environment by promoting knowledge sharing, which is the cornerstone of our culture. It allows the developers to fully explore their potential and aspire to a great professional career in Software Engineering.

Based on a microservices architecture, LogMeIn's engineering department is made up of small autonomous and independent teams operating in Agile mode.

Benefits and Perks

LogMeIn takes pride in creating a fun work environment and providing generous benefits to its employees.

Here’s what we’ve got in store for you:

• Highly competitive salaries
• Performance bonuses
• Unlimited flexible paid time off
• 12 annual paid holidays
• Health and dental insurances
• Telework
• 6% DPSP contribution made by the employer
• Workplace perks such as free snacks and free coffee
• Subsidized lunch program
• Monthly fun activities such as Bagel Wednesday, Thirsty Thursday and Friday, fun day!
• And more!

OUR VALUES Be Accountable - even when no-one is lookingThrive Together - greatness comes from unlocking each other’s potentialAdvance Confidently - we find opportunity and act on itCollaborate Openly - our whole is greater than the sum of our partsEngage Fearlessly - we speak up and listen