AppLogic Networks , the App QoE company, helps network service providers deliver highest quality experience to consumers and enterprises. The company develops best-in‑class solutions that analyze, optimize and monetize OTT application traffic going through the networks. With contextual machine learning‑based insights and real‑time actions, AppLogic Networks has become a global leader in Application Quality of Experience (QoE). As part of this innovative and exciting company, you will drive innovation in app‑driven cloud and hybrid solutions designed to accelerate time‑to‑value across network planning, engineering and operations. Join the team and contribute to what makes AppLogic Networks unique in the market: superior App QoE!

The Role
As part of a Global Customer Technical Support team, this team provides post‑sales support to Customers and Partners globally. Supporting the customer / partner is done through diagnosis and troubleshooting software and hardware problems and aiding with the product applications and/or use cases. Communicate with customers /partners by listening to and understanding the reported problem, and able to explain basic technical information to the customers over the phone, via email or other communication platforms. Part of a weekend on‑call rotational schedule once deemed capable.

Responsibilities

Communicating with customers by listening to and understanding their problem, then clearly explaining detailed technical information

Asking customers targeted questions to quickly understand the root of the problem

Diagnosing & troubleshooting technical issues in an expedient manner

Tracking issues through to resolution, within agreed time limits

Escalating unresolved issues to the appropriate next level / internal teams

Providing prompt and accurate feedback to customers

Referring to internal database or external resources to provide technical solutions

Delivering workshops to both local and global teams - customer presentations to senior technical personnel and management

Ensuring all issues are properly logged - following case management process

Prioritizing and managing several open issues at one time

Following up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided





Identifying areas of improvement whether in products, processes, procedures, or tools

Documenting technical knowledge in the form of knowledge base articles, troubleshooting playbook entries and/or submitting documentation opportunities

Creating and delivering product knowledge sharing sessions to the respective regional team

Communicating with Sales Team to ensure timely updates for any critical issue

Working with the Engineering team to assist with documentation

Performing activities (reproducing the issue when required)

Knowledge and Skills
Required

Understanding of networks

CCNA or equivalent knowledge

4G‑5G

AAA

Any of the following certifications: CCNA, MCSE, Cloud, and/or RedHat

Deep knowledge of supported Linux/Unix operating systems. Able to troubleshoot, analyze and configure the OS and its features and roles.
Deep knowledge of product software and hardware. Can use scripts/tools to aid in troubleshooting. Knowledge of identified bugs in running firmware version.

Advanced understanding and experience of networks, firewalls, protocols.

Knowledge in tracing and troubleshooting high‑level protocols and traffic

Extensive understanding and experience of virtualization & cloud concepts, properties and technology, as well as detailed skills in major industry standard technology specifics. Knowledge of models like SaaS, PaaS and IaaS.

Valuable understanding of technology infrastructure, security concepts and platforms

Strong understanding of networking (specifically IP related technologies)

Able to install, configure, and/or operate network equipment such as Cisco, Juniper or other network hardware manufacturers

Scripting and some programming using Linux or Bash or Shell or Python

Ability to configure and troubleshoot problems - logical thought process and good problem solving investigative and multi‑tasking skills





Excellent communication ability with customers /partners presenting technical information both verbally and in written format

Focus on detail and can follow defined processes/procedures

Technical acumen and able to identify when an escalation is required

Autonomy - increases technical knowledge by attending self‑studies to bring value to the organization

Organization and prioritization abilities

Subject Matter Expertise in 1‑3 areas relative to AppLogic Networks product

Good CSAT and customer feedback

Ideal candidate would have served as a developer in prior roles and have a deep understanding of modern, highly scalable architectures leveraging the latest technologies including NET/C#, Restful APIs, micro‑services, cloud computing etc.

Work Experience, Education and Certifications

Minimum of 3+ year experience in a technical role aligned to the same field with customer support experience

Bachelor’s degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification or a diploma from a technical institute

Education and certification may be substituted for proven work experience for 3+ years as a Technical Support Engineer in a similar field

What you can expect from us

Flexible working hours, hybrid work environment (occasionally may be required to take afterhours call)

Career development and advancement opportunities

Fast‑paced office environment

At AppLogic Networks we understand the importance of work‑life balance and strives to create a supportive environment that allows employees to excel in their careers without sacrificing their personal lives.

AppLogic Networks believes that a positive and fun work environment enhances productivity and job satisfaction. The company organizes team building activities, social events, and other initiatives to promote a sense of camaraderie among employees.

AppLogic Networks offers competitive salaries and a comprehensive benefits package, including health insurance, and other perks to ensure the well‑being and financial security of its employees.

Seniority level

Entry level

Employment type

Full‑time

Job function

Customer Service

Telecommunications

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📌 Customer Technical Support Engineer (Manitoba)
🏢 Sandvine (Now AppLogic Networks)
📍 Manitoba