Recognized as one of Canada's fastest-growing companies, Launchpad provides next-generation integration platform capabilities for connecting and managing enterprise automation and data integration. Headquartered in Vancouver, Canada, our operations span both North and South Americas, with a second headquarter located in Santiago, Chile.Our vision is to bring people and technology together to work seamlessly to achieve extraordinary business outcomes and create more efficient societies. If this sounds like something you want to be part of, we'd love to hear from you.**Please** **Note**:_this role may require working in UK Time Zone (7.30 am to 4.30 pm GMT+0)_**Main Responsibilities**:- Co-manage the existing backlog of bugs and small feature enhancements and communicate schedules and releases.- Work with other Global members of your team to provide support coverage and assistance in other regions of operation- Work with GTM Managers and Product Managers on defining criteria that determines the prioritization of existing bugs in the backlog- Create and implement a framework for communicating the schedules, planned outages and releases fixes- Active awareness of other systems or internal factors that could affect the platform's solutions- Provide Level II technical support for the platform, including data analysis, pipeline and API monitoring, troubleshooting of reported bugs, performing Business as Usual maintenance and administration tasks (data uploads, asset overrides, report generations etc.) and documentation creation- Work closely with the Tier I Customer Support Team and the Tier III Platform Operations Team to troubleshoot problems, communicate with other tiers and ensure proper documentation of all issues is performed- Create standard operating procedures for troubleshooting incoming issues- Create appropriate documentation as and when necessary (i.e. for bug resolution or workarounds)**Specific Skills Required**:- Thorough understanding of data models and data interdependencies. Ability to understand database relationships and concepts almost to the level of a Database Administrator in MS SQL.- Demonstrable knowledge and ability to construct complex SQL statements to query multiple databases, generate reports, create data extracts and detect and fix data errors.- Familiar with data telemetry and data manipulation in MS SQL.- Direct hands-on experience in Technical Customer Support- Understanding of change control and change management processes related to IT- Understanding of software development realities, deployment and infrastructure challenges and have an exceptional ability to communicate and simplify complex situations and create recovery plans and actions as needed- Desirable - proficient knowledge of ServiceNow or similar ITSM tools.- Excellent knowledge of MS Office (Outlook, Excel, Word and PowerPoint) and desirable MS Teams and SharePoint- Deep understanding of data analysis**Education & Experience**:- Degree/High Level Qualification in Computer Science /IT related discipline or equivalent industry experience- 5+ years working in a global service support operations organization with 24/7 coverage accountability - preferably in in a global environment- 3+ years hands-on experience with SQL (preferred MS-SQL) and NoSQL (preferred CosmosDB) databases- 3+ years hands-on experience programming automation tasks to improve operational effectiveness (preferred PowerShell, Python)- 3+ years hands-on experience in technical operations of custom developed cloud services (Azure Monitor and Azure Log Analytics preferred) that had external and internal SLAs- Hands-on experience building operations reports (PowerBI, Azure Dashboards, Excel preferred)- Familiar with DevOps and SRE practices (e.g. SLOs)- Proficient knowledge of object-oriented design and Microservice architecture design.- Desirable - experience as a member of a multi-region and/or multi-language support team- Experience in quality assurance of software- Experience as a key contributor in building and enhancing enterprise-class systems through the entire software lifecycle - Analyze, Design, Build, Test, Implement and Support.- Strong communication and collaboration skills to partner effectively with teams throughout the organizationWhy work for Launchpad?- 100% remote- People first culture- Excellent compensation in US Dollars- Hardware setup for working from home- Work with global teams and prominent brands based in North America, Europe, and Asia- Training allowances- Personal time off (PTO) for vacations, study leave, personal time, etc.- ...and more!At Launchpad, we genuinely care about our people as individuals. If you are looking for a team that values growth, drive, and passion for your craft, if you're seeking a place to achieve your goals and dreams with fairness and integrity, then you are the future of Launchpad. Launchpad is committed to fostering a diverse and repre
