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 creative 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 RoleAs 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.ResponsibilitiesCommunicating with customers by listening to and understanding their problem, then clearly explaining detailed technical informationAsking customers targeted questions to quickly understand the root of the problemDiagnosing & troubleshooting technical issues in an expedient mannerTracking issues through to resolution, within agreed time limitsEscalating unresolved issues to the appropriate next level / internal teamsProviding prompt and accurate feedback to customersReferring to internal database or external resources to provide technical solutionsDelivering workshops to both local and global teams - customer presentations to senior technical personnel and managementEnsuring all issues are properly logged - following case management processPrioritizing and managing several open issues at one timeFollowing up with customers to ensure their systems are fully functional after troubleshooting,



and a solution has been providedIdentifying areas of improvement whether in products, processes, procedures, or toolsDocumenting technical knowledge in the form of knowledge base articles, troubleshooting playbook entries and/or submitting documentation opportunitiesCreating and delivering product knowledge sharing sessions to the respective regional teamCommunicating with Sales Team to ensure timely updates for any critical issueWorking with the Engineering team to assist with documentationPerforming activities (reproducing the issue when required)Knowledge and SkillsRequiredUnderstanding of networksCCNA or equivalent knowledge4G‐5GAAAAny of the following certifications: CCNA, MCSE, Cloud, and/or RedHatDeep 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 trafficExtensive 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.Good understanding of technology infrastructure, security concepts and platformsStrong understanding of networking (specifically IP related technologies)Able to install, configure, and/or operate network equipment such as Cisco,



Juniper or other network hardware manufacturersScripting and some programming using Linux or Bash or Shell or PythonAbility to configure and troubleshoot problems - logical thought process and good problem solving investigative and multi‐tasking skillsExcellent communication ability with customers /partners presenting technical information both verbally and in written formatFocus on detail and can follow defined processes/proceduresTechnical acumen and able to identify when an escalation is requiredAutonomy - increases technical knowledge by attending self‐studies to bring value to the organizationOrganization and prioritization abilitiesSubject Matter Expertise in 1‐3 areas relative to AppLogic Networks productGood CSAT and customer feedbackIdeal 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 CertificationsMinimum of 3+ year experience in a technical role aligned to the same field with customer support experienceBachelor'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 instituteEducation and certification may be substituted for proven work experience for 3+ years as a Technical Support Engineer in a similar fieldWhat you can expect from usFlexible working hours, hybrid work environment (occasionally may be required to take afterhours call)Career development and advancement opportunitiesFast‐paced office environmentAt 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 levelEntry levelEmployment typeFull‐timeJob functionCustomer ServiceTelecommunications

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