Technical Advisor III, SBC

Job description

Location: work from home (province of Quebec) or Sherbrooke office Here's what we do and why we do it. We work to simplify the cloud for IT professionals so they can focus on what really matters, making their customers' lives better. Find out how we do that here: www.sherweb.com/about/ Here's how you will contribute to the success of the company As a Technical Advisor III, SBC, 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. Here's what your day-to-day will look like in this role Here's what you need to have and master to get the job - 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 cus...