- Investigate, analyze, troubleshoot, and resolve complex issues

- Conduct structured root-cause analyses and develop repeatable troubleshooting methodologies

- Collaborate with Development, Quality Assurance, Product Management, and Implementation teams

- Identify software defects, escalation procedures, and long-term corrective actions

- Identify recurring issues, trends, and systemic problems, then provide actionable feedback

- Create, maintain, and improve knowledge base articles, troubleshooting guides, diagnostic procedures, and support tools

- Communicate technical findings, troubleshooting steps, and remediation plans to technical and non-technical stakeholders

- Maintain detailed case documentation in Genetec systems

- Ensure compliance with SLA commitments through follow-ups, updates, and case ownership

- Submit bug reports, feature requests, and improvement recommendations

- Participate in the on-call rotation and handle escalations

- Occasionally provide remote or on-site technical support for high-priority issues

- Continuously develop technical expertise

- Manage complex, strategic, large-scale, or long-running customer cases requiring escalation

- Share information and provide technical guidance to other teams

- Contribute to the development of technical documentation and knowledge base articles

Requirements

- Bachelor’s degree in Software Engineering, Computer Engineering, Computer Science, Electrical Engineering, or equivalent practical experience

- Minimum of 2 years of experience troubleshooting Windows and/or Linux-based client/server software applications in enterprise environments

- Robust analytical mindset and a structured troubleshooting methodology

- Knowledge of software development concepts, debugging techniques, and diagnostic processes

- Robust analytical and problem-solving skills, with excellent attention to detail

- Flexible, proactive,



and resourceful

- Ability to manage multiple priorities, adapt to changing situations, and work effectively under pressure

- Motivated and proactive, with the ability to work independently while collaborating effectively as part of a team

- Strong written and verbal communication skills

- Eagerness to learn and continuously grow alongside evolving technologies and products

- Ability to work with globally distributed teams

- Fluent in French and English, both verbal and written

- Excellent understanding of software architecture, systems integration, and hardware infrastructure

- Strong knowledge of performance analysis and troubleshooting tools (Wireshark, SSMS, Perfmon, Procmon)

- Excellent understanding of networking fundamentals and IP protocols (VPN, DNS, DHCP, VLAN, TCP/IP, NTP, etc.)

- Knowledge of networking (TCP/UDP), video/audio streaming, video streaming protocols, and camera integration

- Strong understanding of VoIP and/or video codecs such as H.264, H.265/HEVC, AV1, MJPEG, etc.

- Experience using troubleshooting and log analysis tools

- Experience working with SQL databases and query analysis

- Knowledge of server virtualization technologies and enterprise environments

- Asset: Knowledge of Linux/Unix systems and command-line tools

- Asset: Professional certifications such as MCSE, CCNA, SQL Server, or VMware

- Asset: Experience with process improvement, Agile methodologies, or workflow automation tools

- Asset: Knowledge of C# programming and debugging practices





- Asset: Experience with VMware or Hyper-V

- Asset: Knowledge of Kubernetes and containerization

- Asset: Experience with PowerShell, Python, Bash, or other scripting/automation languages

- Asset: Fluency in Spanish

Core Competencies

Demonstrates strong analytical and problem-solving skills with a structured troubleshooting methodology, capable of managing complex software issues in enterprise environments. Proficient in technical communication and collaboration with cross-functional teams while ensuring compliance with service level agreements.

Highest-signal resume keywords

- Troubleshooting Windows And Linux-Based Applications

- Software Development Concepts

- Performance Analysis And Troubleshooting Tools

- SQL Database Management

- Fluent In French And English

ATS Optimization Keywords

Hard Skills

- Analytical Mindset

- Structured Troubleshooting Methodology

- Software Architecture Understanding

- Networking Fundamentals

- VoIP And Video Codecs Knowledge

- SQL Query Analysis

- Linux/Unix Command-Line Tools

- C# Programming

- Scripting Languages (PowerShell, Python, Bash)

- Server Virtualization Technologies

Soft Skills

- Attention To Detail

- Flexibility

- Proactivity

- Team Collaboration

- Effective Communication

Certifications & Qualifications

- MCSE

- CCNA

- SQL Server

- VMware

Industry Keywords

- Enterprise Environments

- Case Documentation

- Technical Support

- Root-Cause Analysis

- Escalation Procedures

- Knowledge Base Articles

- Diagnostic Procedures

- Software Defects

- Customer Cases

- Video Streaming Protocols

Tools & Technologies

- Wireshark

- SSMS

- Perfmon

- Procmon

- VMware

- Hyper-V

- Kubernetes

- Agile Methodologies

- Workflow Automation Tools

- Genetec Systems

📌 Delivery & Support Specialist - Integration (Montreal)
🏢 Jobtailor
📍 Montreal