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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical and problem-solving skills with a structured troubleshooting methodology, effectively managing multiple priorities in high-pressure environments. Proficient in technical communication and collaboration with globally distributed teams, while maintaining detailed documentation and knowledge base articles.
Highest-signal resume keywords
Troubleshooting Client/Server Software ApplicationsKnowledge of Software Development ConceptsExperience with SQL Databases and Query AnalysisStrong Understanding of Networks and IP ProtocolsFluency in French and English
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting MethodologyAnalytical SkillsSoftware Development ConceptsDebugging TechniquesSQL Query AnalysisNetwork ProtocolsVoIP UnderstandingVideo Codec KnowledgeLog AnalysisSystems Integration
Soft Skills
Strong Problem-Solving SkillsAttention to DetailAbility to Work IndependentlyTeam CollaborationEffective Communication Skills
Tools & Technologies
WiresharkSSMSPerfmonProcmonGenetec SystemsServer Virtualization Technologies
Industry Keywords
Enterprise EnvironmentsClient/Server ApplicationsTechnical DocumentationKnowledge Base ArticlesSLA Commitments
Tech Stack
Tools & technologiesDNSLinuxSQLTCP/IPVoIP
About the role
Key responsibilities & impact- Investigate, analyze, troubleshoot, and resolve complex technical issues
- Conduct structured root-cause analyses and develop repeatable troubleshooting methodologies
- Collaborate with development, quality assurance, product management, and implementation teams
- Identify software defects, trends, systemic issues, and long-term corrective actions
- Create, maintain, and improve knowledge base articles, troubleshooting guides, diagnostic procedures, and support tools
- Communicate technical findings, troubleshooting steps, and remediation plans
- Maintain detailed case documentation in Genetec systems
- Meet SLA commitments through proactive follow-up and effective case ownership
- Submit bug reports, feature requests, and improvement recommendations
- Participate in the on-call rotation and escalation coverage
- Occasionally provide remote or on-site technical assistance for high-priority issues
- Continuously develop technical expertise
- Take ownership of cases requiring escalation
- Share information and provide technical guidance to other teams
- Contribute to the creation of technical documentation and knowledge base articles
Requirements
What you’ll need- Bachelor’s degree in software engineering, computer engineering, computer science, electrical engineering, or equivalent practical experience
- At least 2 years of experience troubleshooting client/server software applications on Windows and/or Linux in enterprise environments
- Strong analytical mindset and a structured troubleshooting methodology
- Knowledge of software development concepts, debugging techniques, and diagnostic processes
- Strong problem-solving and analytical skills, with keen attention to detail
- Ability to manage multiple priorities, adapt to change, and work under pressure
- Ability to work independently and as part of a team
- Strong written and verbal communication skills
- Ability to work with globally distributed teams
- Fluency in French and English, both spoken and written
- Excellent understanding of software architecture, systems integration, and hardware infrastructure
- Strong knowledge of Wireshark, SSMS, Perfmon, and Procmon
- Excellent understanding of networks and IP protocols (VPN, DNS, DHCP, VLAN, TCP/IP, NTP, etc.)
- Knowledge of TCP/UDP networks, video/audio streaming, video protocols, and camera integration
- Strong understanding of VoIP and/or H.264, H.265/HEVC, AV1, and MJPEG video codecs
- Experience with troubleshooting tools and log analysis
- Experience with SQL databases and query analysis
- Knowledge of server virtualization technologies and enterprise environments
Benefits
Comp & perks- Attractive compensation package
- Training tuition reimbursement program
- Flexible working schedule
- Subsidized meals at the Bistro
- Free, unlimited coffee and fruit
- Free private parking
- On-site fitness center with personal trainer
- Health and wellness workshops