[Hiring] Technical Advisor III, SBC @Sherweb

Role Description

As a Technical Advisor III, SBC (Security & Business Continuity), you will be the primary point of support for our security and continuity portfolio. You will own cases end-to-end, from initial troubleshooting to resolution, without tier-based escalation. You will leverage your technical expertise, problem-solving skills, and customer-first mindset to ensure high-quality, timely support.

• Provide technical support by phone, email, and remote sessions; diagnose and resolve technical issues across the SBC portfolio.
• Guide customers through service configuration, deployment, integrations, and incident recovery.
• Collect and analyze diagnostic data (logs, traces, system outputs) to identify root causes.
• Document troubleshooting steps, escalation details, and customer interactions thoroughly in the ticketing system.
• Collaborate with peers, developers, and vendors to resolve issues, escalate cases, and maintain effective lines of communication.
• Own our knowledge base library by ensuring articles are accurate and updated and create new content to reflect evolving products and procedures.
• Review resolved cases to identify improvement opportunities and reduce recurring escalations.
• Maintain technical expertise through certifications, vendor-led training, and roadmap awareness; share updates with the team.
• Stay aligned with Product by tracking new add-on availability, product launches, and feature releases in our licensing portal; raise and follow up on feature requests that impact customers.
• Contribute to internal projects to improve SBC support processes, tools, and documentation.
• Develop training content (e.g., investigation guides, product-specific procedures) and support the Training team in building assessments.
• Foster a culture of learning by presenting ‘Today I Learned’ segments during team meetings and sharing relevant product updates.
• Train and onboard new team members, providing guidance as they ramp up.
• Carry out all other related tasks per the job’s evolution and departmental needs.

Qualifications

• High school diploma with relevant IT experience, or a college diploma in Computer Science (asset).
• 3+ years of experience in technical support, ideally in security and continuity solutions.
• Proficiency with Windows administration tools (Event Viewer, PowerShell, Registry Editor).
• Strong understanding of Windows environments, DNS, and virtualization concepts (VMs, hypervisors).
• Hands-on experience with EDR/XDR solutions (preferred).
• Familiarity with macOS and Linux file systems.
• Excellent bilingualism (French and English), spoken and written.
• Strong sense of initiative and proactivity to identify and solve technical, process, and relationship challenges.
• Strong sense of continuous learning and contribution to team improvements.
• Ability to work autonomously, making informed decisions and escalating when needed.
• Quick learner, adaptable to new products and technologies.

Benefits

• A fast-paced work environment that adapts to you.
• A friendly and diverse work culture with inclusion and equality at the heart of our actions.
• State-of-the-art technology and tools.
• A results-oriented culture where talent, action, and thinking outside the box are given due recognition.
• Annual salary review based on performance.
• Generous and caring colleagues of various professional and cultural backgrounds.
• A flexible total compensation offer.
• Vacation time that considers your previous experience.
• Advanced paid hours to recharge your batteries (holidays and mobile days).
• Flexible benefits plan that adapts to your needs.
• Flexible savings fund options.
• A monthly home internet allowance.
• Considerable growth opportunities.
• A career path with opportunities to learn and grow.
• Proximity to your direct manager and open, honest communication to support your development.
• Multiple initial and on-the-job training opportunities and tools to track your progress and help you scale up in your career.
• Last but not least: “Sherweblife” - a rich calendar of activities that allow us to gather virtually and face-to-face throughout the year.